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WEBS Return Policy
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May 3, 2014 13:31:22   #
gawatoc
 
I would be interested to hear from anyone that has had experience with returning merchandise to WEBS. The experience I had is as follows: Sometime around 21 Apr I called WEBS to try to get an Addi Sockrocket needle exchanged/replaced as the nickel plating was wearing off the tip and was causing the yarn to snag. I provided WEBS with my order number and explained the situation. I was told that since it was 13 months since my order had been shipped, they would not replace it as they did not feel that it could be a defect after that length of time and that I would have to contact Skacel. I feel that a defect of that type (plating wearing off) would most likely take a year to show up and in fact when I called Skacel, the customer rep I spoke to told me that it was indeed a defect and to return the needle to them. I received my replacement on 1 May along with a complimentary needle gauge (a $7 value). Thank you Skacel. Great customer service and warranty guarantee.
Do you think WEBS was right? After all, it would have cost them nothing as all they have to do is return the needle to the distributor who would replace their stock. I'm not sure that I will be ordering too much from WEBS in the future.
 
May 3, 2014 13:34:03   #
Busy girl
 
I will probably be in the minority on this issue, but I think WEBS is correct. Should a store be responsible for a product 13 months after they sold it??? I am glad that you had no issue with Skacel and you had it replaced promptly.
May 3, 2014 13:37:01   #
azmoonbugs
 
I think Webs was right also.
After more than a year, it is not their issue any more.
May 3, 2014 13:52:51   #
desireeross
 
Mm hate to say I think Webs was right. If anything breaks down within a year I might consider contacting customer care, but for the most part I'd not bother. What does the small print say?
May 3, 2014 14:05:29   #
Casey47
 
Maybe Webs shouldn't be considered responsible but in the interest of good customer service I think they should have handled the situation with Skacel FOR you.
May 3, 2014 14:21:30   #
azmoonbugs
 
Casey47 wrote:
Maybe Webs shouldn't be considered responsible but in the interest of good customer service I think they should have handled the situation with Skacel FOR you.


Stores don't have enough manpower to do the work of another store.
 
May 3, 2014 14:38:19   #
gawatoc
 
Thanks to all who responded. Actually I agree with all of you. It had been a little over a year and WEBS was not responsible for replacement, however since it was an obvious defect, it would have been great customer service especially considering the amount of money I have spent there.
May 3, 2014 16:25:44   #
galaxycraft
 
I think Webs was correct.
But to the extent that they are not the manufacturer but seller of the item.
So can not make the determination if it is an actual manufacture defect.
They did direct you to Skacel.
Many places do have a limited time frame for returns.

Just an added note --- and my thinking --- yes "plating" wears off with use.
But I am not the manufacturer of these needles, so I do not know the life expectancy of the plating process used.
May 3, 2014 16:35:09   #
mopgenorth
 
In the interest of great customer service, Webs could have taken it back, replaced it, and returned it to Skacel themselves. It would have been a simple thing for them to do. They chose instead to go with mediocre customer service and it appears they may have lost at least one customer by doing so.
May 3, 2014 17:41:51   #
gawatoc
 
galaxycraft wrote:
I think Webs was correct.
But to the extent that they are not the manufacturer but seller of the item.
So can not make the determination if it is an actual manufacture defect.
They did direct you to Skacel.
Many places do have a limited time frame for returns.

Just an added note --- and my thinking --- yes "plating" wears off with use.
But I am not the manufacturer of these needles, so I do not know the life expectancy of the plating process used.


Thank you galaxycraft. I agree but considering the fact the needle was just barely more than a year old and was certainly not used the entire year or for that matter even half the year, this should not have happened. Skacel has a lifetime guarantee and I don't believe that would be the case if the plating was expected to wear off. I just think WEBS lost an opportunity to shine in customer service. I do appreciate your comment.
May 3, 2014 17:43:05   #
gawatoc
 
mopgenorth wrote:
In the interest of great customer service, Webs could have taken it back, replaced it, and returned it to Skacel themselves. It would have been a simple thing for them to do. They chose instead to go with mediocre customer service and it appears they may have lost at least one customer by doing so.


Thank you for taking the time to respond.
 
May 3, 2014 18:20:04   #
StitchDesigner
 
Having done considerable retail work: WEBS was NOT correct!!!!! They would have been able to return the needle to Skacel, just like you did. A defect is a defect.
May 3, 2014 18:36:08   #
gawatoc
 
StitchDesigner wrote:
Having done considerable retail work: WEBS was NOT correct!!!!! They would have been able to return the needle to Skacel, just like you did. A defect is a defect.


Thank you StitchDesigner. My thoughts were that Skacel is a wholesaler and all companies that deal with them know of the lifetime guarantee. Skacel ALWAYS gives return stock to dealers as well as all customers that need assistance returning/exchanging products. As a matter of note to all, I purchased my first Addi circular more than 30 years ago in Germany or England (too long ago for this old brain to remember) and it is still like new. Those old Addis came in packaging that included a thin cardboard-like insert that had a long needle gauge slot. So convenient!
 
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