Complaints

This profile includes complaints for Keepsake Cross Stitch & Needle Work's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keepsake Cross Stitch & Needle Work

  2800 Hoover Ave. Stevens Point, WI 54492

• 

  Keepsake Cross Stitch & Needle Work

  PO Box 96 Plover, WI 54467-0096

• 

  Keepsake Cross Stitch & Needle Work

  2800 Hoover Road Stevens Point, WI 54481

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.

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 defrauded and I was stolen from.My order of $354.74 had over $100.00 of "additional items" tacked on & padded within the order! Also, I had to pay $39.00 for shipping & didn't know it was notfree returns, so I paid an additional $69.00 for return shipping out of my own pocket. It took almost two weeks of return parcel sitting on their shelves to even process the return items, afterwhich ANOTHER 20% RESTOCKING FEE was subtracted, leving me only pennies toward initial expenditures . It was never readily printed about all the additional shipping fees and the docking fee of restocking fees subtracted. Thus information was nit posted easily onto the online website. **** treated rudely in every phone call. Refund 100%.

  Business Response

  Date: 08/07/2024

  Customer called several times as she did not like our return policy.  Several agents including myself tried to explain to her but she did not want to hear it.  She wanted an immediate policy change with the way we receive, and process returns. I offered to send an email to the ** of Operations, and she ignored me. I started telling her I was in the call center - but - would be happy to go to the warehouse to see if I could help - she said whoop-to-do I don't care.  Again, I told her that I would be happy to send an email to the ** and she said OK.  The ** of Operations called her back on Monday 08/05/24 and ****** became very rude in regard to our return policy.  It very clearly states that large orders, refused orders. or 60day from purchase date may be subject to a restocking fee up to 20% and return shipping cost.  

  Regards,

  Herrschners

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Hello. The contents of response by seller are a complete fabrication and lie. I never said words like" whoop-ti-do, or I don't care". I voiced a rational, logical experience of many multiple issues related to my merchandise order, returns of my order, additional HUGE shipping charges plus restocking fees that ultimately left me pennyless with the original order being over $300.00, which is NOT a small amount of money. Firstly, I was stolen from by the company, either on purpose or from a technological error, becI received a $99.00 product which I did not order, as I have never seen the "Sidekicks" product, and would have NEVER ordered nearly a $100 crocheted pillow product, NEVER. This was my first complaint and to get my money back, on this PADDED ITEM I had to pay "return shipping charges", plus a 20% "restockingfee", which amounted to over $60.00 in combined charges. This was for a product I never ordered in the first place, which caused me to believe that the company was engaging in padded billing and fraudulent activities. I should NEVER have had to endure this suffering and financial damages. 

  Secondly, I was attempting to return a majority of my order of yarn, and I was not given a return label, I had to pay nearly $100.00 in additional return postal shipping fees to get my remnant of money back, all to find out, AFTERWARDS that I was FURTHER charged additional fees for "doing business" with HERSCHNERRS and charged an ADDITIONAL 20% RESTOCKING FEE. This left me with only penneys returned to my bank account after a $300.00 yarn order. 

  Thirdly, HERSCHNERRS does not enter the return shipment into any records of the RECEIPT of return products to inform the customer. The order sat on a shelf leaving me hanging and inquiring of recent of my shipped returned products for almost

  Fourthly, after multiple inquiries for my return to be processed and my refund issued the "call clerk" said she would go check the shelves of the warehouse. My goodnes, where is the accountability of a viable or reputable company in processing a return,, receipt of product and a prompt return of their money in fullness?

  Lastly, the "return policies" that disservice the customer, such as the customer having to pay shipping charges in BOTH DIRECTIONS, as well as a LACK OF COMPLETE RETURN OF MONEY after a returns is not easily and readily stated via internet by this company.  It is something I had to find out the hard way by ultimately loosing almost ALL MY MONEY in the course of doing business with HERSCHNERR'S. I wrote a letter to upper management regarding all the difficulties, inconsistancies, ********** and STOLEN money I experienced with HERSCHNERRS, but management has elected to IGNOR my greivences or return my money. 

  Regards,
  
  *********************

  Business Response

  Date: 08/16/2024

  I am sorry that *********** did not like our policy.  The ** of Operations did call *********** and talked in depth until *********** hung up on her.  We will not be doing anything more for ***********

  The notes on the account from the ** are as follows:  This was dated 08/05/24.  I called to find out why she (MsWest) is so upset. She was nice to me until I told her that we had to charge the 20% restocking fee on her $300+ order that she sent back. and she hung up.

  Please note - the first order with Herrschners was on 03/05/24 and every order she has an issue with.  Not that the order is wrong or anything is broken or missing she just doesn't like it when she receives it  then she sends it back and is mad that she has to spend additional money to ship it back and mad about the restocking fee.  

  Regards - Herrschners

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  **********'s Crafts/Inc. only sent me a partial order back in May. Total order was worth $247.09 I did not receive 11 ***** big cakes which amounts to $72 without tax.It has been 2 months, I just want a refund now. The $72 + tax. Refund me for all the 11 ***** big cake yarn + tax charged to **** have tried calling and emailing Herrschners customer service and tried reaching out but for 2 months I never got my refund.On the same day 2 boxes arrived but the other box was from a separate order of $43.51. The other box was from the order $247.09 order #********, which should have had 11 ***** Big cakes, which it didn't. I am waiting a response from the Creative Director *********************************, ************************************ ************, and her direct extension is 213.

  Business Response

  Date: 07/30/2024

  I will need to check with the ** of Operations as she was the one that spoke with the customer.  Please allow me a couple of days for a response.

  ***

  Herrschners

   

   

• Initial Complaint

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 with Herrschners (W44212575) on 5/21 and my CC was charged on 5/24. Upon receipt of the order on 5/27, I promptly contacted them because it was not what I had ordered. I received a reply from ***** (CSR) on 5/29 asking me to send a picture, which I did. On 6/5 I again reached out because I had not heard anything. I also had my husband call Herrschners customer service because I am non-verbal. On 6/7, I received a reply from ****** (CSR) informing me that ***** had initiated a quality control check on 6/5 and it takes 48 hours to get a reply. I still have not been offered resolution.

  Business Response

  Date: 06/14/2024

  Sorry - this is a little late,  We ended up refunding back the customer $36.45.  The person that we were waiting on had been out sick all week.  My sincere apologies. 

  ***

  Hherrschners

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 products from Herrschners order# ******** It was ordered on 11/4/23 and I have NEVER received my products I have contacted customer service several times by email and by phone, and all I get is the run around. I have requested my refund and absolutely no response from the company. I just want my money refunded, Im tired of their excuses and they can keep their products I want no more to do with them, just my money refunded.

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The sales tax rate for my order is wrong. I was charged city sales tax but I live in an unincoporated area. In *******, my sales tax rate should be the sum of the state tax rate (5.6%) plus the pima county tax rate (0.5%). Instead of the 6.1% rate, I was charged 8.6%. I am seeking a credit of $0.69 on my paypal acct.It took them over a week to respond that, essentially, I don't know where I live because their malfunctioning system is correct. This is no way to treat customers. Online retailers should be levying the correct tax. Anything else is actually a crime.

  Customer Answer

  Date: 05/19/2023

  Just wanted to let you know that I have heard from both Herrschners (5/17/23), and Paypal (5/18/23).  It looks like my $0.69 refund is on the way.

  Attached is Herrschners message to me, and Paypals credit notification.

   

  A huge thanks to you and all of the hardworking folks at the ********* BBB.  The disputed amount  pales in comparison to the gratitute I feel for your kind efforts on my behalf.

   

  Warmest and Best Regards to you all,

• Initial Complaint

  Date:03/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Received Christmas gift that had missing parts. Herrschners has refused to replace the product after several attempts to have them do so. Without the missing parts the item is useless. Since the product is made in ***** they claim that IF they would agree to replace the product it would take a very long time.

  Business Response

  Date: 03/10/2023

  As this is a product that is not made by Herrschners, our only recourse is to email the vendor that makes it.  We would not have any 'spare' parts, when we receive the product from the vendor it is in a sealed.box.  The customer contacted us on March 7th and then March 9th, Immediately after his call on the 7th of March and email was sent to the vendor.to get the parts.  

  As of today, we have replaced the product.

  Regards,

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

   

   

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  This product is made in ***** and I cannot communicate with them in any way.

  They have not sent any replacement parts.  They said they did but it has been weeks.   The kit was a Christmas gift so I have no receipt or any other documentation.
  Therefore I requested a new kit. 

  I think this is the only fair resolution to this problem.  The partially finished kit is useless as is. If the company does not replace the entire kit, I might as well throw it away.
  Regards,
  
  *******************************

  Business Response

  Date: 03/14/2023

  On Friday 03/10/23 a new kit was sent out to ************************

  Regards,

  Herrschners

  Customer Answer

  Date: 03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************