If I could give Herrschners negative stars I would! Worst customer service I have ever experienced hands down. We have a family member who is an incarcerated individual. Ok I get it, some people think incarcerated people are less than human and your free to your opinion. However, this family member has placed 3 orders with Herrschners and not one of them has been correct. They have refused to give him the promised 10% off as a new customer, won't honor their coupons, have shipped items short and refused to ship them when available as they claim they will. We called "customer service" to see what we could do to work this out. As soon as the lady on the phone realized our family member was an inmate, her attitude got terrible. Her answers became short and sarcastic and her tone of voice became gruff. She was obviously not interested in anything we had to say or in being helpful, finally hung up on us as we spoke. read more

I had ordered a cross stitch pattern to be delivered, but the post office lost my package. After spending hours on the phone to be told that USPS threw the package out, I called Herrschners to see if I could get a new one. They told me they would not send me a new one and I would have to pay for it again if I wanted it. Some of the worst customer experience I have ever had. Do better. read more

Will never do business with them again as their customer service is horrible. They lie to you. Do not honor what they say they will do. If they owe you a refund, they hope that you forget about it & force you to call back to inquire. If a customer service rep tells you something, don't expect it to be the truth - they WON'T honor it. All they care about is the money. Not a satisfied customer who would do business with them in the future. Haley even hung up on me when I stated that I would be returning the majority of my $500+ order. That will cost me money so I'm leaving negative reviews every place that I can to warn people about this not so honest company. Be very careful if you place an order with them. read more

I spent 163.00 dollars at this place. I was charged $21.00 for shipping. It took over a week to get my order. With a shipping cost of this amount I should have been given expedient shipping. I won't be using this company again, it can be expensive. read more

I've spent a good deal of money with this company. I recently had an email exchange about an item I just ordered that went on sale the following day. The girls name was Nanette. She was so rude. Just kept telling me the item wasn't on sale, when I emailed her the proof, she says she cant open attachments. This went back & forth thru 8 email exchanges. I finally did "the Karen" & asked for a supervisor. The supervisor verified it was on sale & she would honor the sale price. I was so frustrated by then I th old her to keep the money, I will take my business elsewhere. Also please note the high shipping cost. The bitch of it is they charge top dollar shipping, from UPS, then they dump the pkg off to the USPS. Takes about 2 weeks to get an order. UGH read more

Awful. Customer service is pitiful. Order was shipped to wrong address. Return at my own expense. Am told they have no option to provide customer service for web orders and told me i should have called to place order... umm, its 2020... phone orders are from 1990 and prior. I now have a 2.5 x 2.5 ft box to ship cross country for $50. Or to get a refund, i have to spend $50 to ship it back... was told i am not an exceptional customer since it was my first time ordering. Stay away.. find some other crafty biz to spend ur money at. Disgusted. read more

I am surprised at the poor reviews here. I have had great luck with Herrschners. I live in a nearby town, but I would rather pay the price for shipping than drive 45+ minutes each way to get there. The shipping costs less than gas and my time. My post office delivers just fine, right to my door, so I don't really care if it comes USPS or UPS. I have also had good luck with customer service. I ordered some Touch of Alpaca several months ago, and I received one skein short of my order. I called right away, and the ladies sent the remaining skein right away. read more

I placed and order 3-4 months ago and still haven't received it and no way to leave a message on the (800) number.

I've placed several orders with this company over the years for knit and crochet kits and supplies. I've been consistently disappointed with the terrible quality and high prices of each order. Herrschners yarn, for example, is full of knots and flaws, difficult to work with, and scratchy and uncomfortable in the finished product. My last run-in with their non-existent customer service sealed the deal: I won't order from this company again. I expect a company to back the products they sell, apologize when they are lacking, and work to make up for the customer's trouble. My last order was for a simple crochet afghan kit, and the kit didn't contain enough yarn in 1 color to finish the last 2 rows. I found this out 20 months after purchase (single mom, 2 special needs kids: I need the calming effect of stitching, but I don't actually find a lot of time to fit it in.) Herrschner's customer service first refused to believe I had placed an order (the rep on the phone essentially called me a liar), refused to accept my claim even after I sent proof of purchase (credit card statement details, along with Paypal invoice showing the exact items I purchased), and multiple times told me that they had no obligations to supply the missing yarn. They made no offers for store credit or refund; no one apologized for the problems with the kit, or asked me what they could do to help. All reps I spoke to by phone (Kathy and 1 other) and via email (Chantress) were rude, dismissive, and unhelpful. They clearly have no interest in keeping long-time customers, or making any customer happy. Their advertised "100% Guarantee" means absolutely nothing. I would not recommend ordering any products or supplies from this company. read more

Do not mail in your order! Consider ordering from them at all. They sent my order missing several items, but they charged my credit card an additional $10.99 for shipping. They said the items were not available so I didn't qualify for free shipping. They took advantage of my credit card information. If I had been contacted this would not have been an issue. That is what other businesses do. read more

DO NOT even think about buying from this company. They may have a nice looking website and selection, but that doesn't mean you'll ever get it. You'll never get an email with a tracking number and when you do, it may not even be the correct one. Too bad. If you want yarn, try ordering through Ice or hobbii, even overseas you'll actually get something and have fantastic customer service. Boo herrschners, I should have read reviews before even trying to order. read more

I do not recommend this company. I placed my first order. I was never notified of when it shipped or what was happening. Long story short, they sent my part of my order to the wrong address and I never received it. The customer service person was so rude to me I could hardly believe it. He said I shouldn't have put in the wrong address and scolded me. I am shocked at this. I have never experienced anyone this rude during a customer service call. Meanwhile, I spent money on this and am only going to get a refund on what wasn't delivered, and none of the shipping costs. NEVER AGAIN. read more

Paid for shipping and it takes more than a week to arrive. Bought a pile of DMC thread that barely weighs anything and paid $7 to ship. Expected 6 days as was quoted, but obviously they just try to cheap out on their shipping. Said that the 6 days was from shipping which is several days after purchase. That's ridiculous. I only chose to purchase from them for the convenience of not having to make several trips to Joann's despite the fact that it would have been a few dollars cheaper once shipping was factored in. Emailed customer service who obviously didn't care that they had a pissed off customer. I replied that pretty much every business states shipping from the day that they receive the order and not from the day they finally ship the item. She responded in the most fatuous unhelpful way that only served to annoy me: that's our policy. Do they not understand that in today's economy, when I pay for shipping, you don't choose the cheapest option on your side? Those long shipping times are only there in case your shipper screws up and not because you chose the cheapest bulk shipping option you could. I order from people on Etsy, I know that it's going to take at least 2 weeks for my products to arrive from Hong Kong. I'm hamstringed because literally no one sells those items in the US. But for my wait, they also kick in a few extra craft supplies. Herrschners doesn't sell anything that I can't get from a craft store at a lower price once all of that is factored in and now there is disincentive to shop with them. Joann's I'm sorry I ever betrayed you. I love you and if you have the product, I'll never go to anyone else again. read more

Bought a latch hook kit for a project with my daughter from Herrschners online store. Also got a Zentangle Basics book since I LOVE to doodle during boring corporate meetings. Both products arrived promptly and were exactly as advertised. I will be looking at Herrschners for my art supplies next time I am in need. read more

First time order with Herrschners, and I placed the order on their website. I was looking for a wide selection of rug yarn colors, and placed a really large order. Missed the 10% off first time coupon in my email, but their customer service quickly refunded me the 10%, so already, I was really pleased with their customer service. The order got to me quickly through UPS, but there was a problem--the bag ripped in transit, and several bags of rug yarn were missing. By the next day, however, Herrschner customer service assured me they would resend the missing yarn at no additional cost. For a first time customer, I feel 2 for 2 in regards to their customer service--they are fast to respond, and definitely did right each time. Greatly appreciate it! The rug yarn quality is good, and I'm excited to start my new project. I will definitely order online from them again. read more

Clearly I am not the only person with an issue with them ~ I ordered Herrschners online mystery mill ends deal with decent success, so I decided to give their annual warehouse sale a try after seeing it promoted by a Youtube influencer. Unfortunately, they do not (or did not during this sale) update their website in real time with which products were in-stock. I was able to pay for and finalize my order with multiple products that ultimately ended up being out of stock, yet they continued to show as available on Herrschners' website for more than a week after my incomplete order was shipped to me (which took a week+ to ship after payment). Now, a month later, after reaching out to customer service myself to confirm if the missing items are still set to be back in stock this Thursday July 8th, I was now told that they "have no clue when or if they'll ever be back in-stock, let alone ship out". Not only were these items I had paid for out of stock, but Herrschners didn't bother to proactively communicate to me that items would be missing from my delivered order or when I might expect to receive the missing items. I had to hunt down this info on my own. And once again today, Herrschners didn't proactively communicate to me that the original in-stock date was now no longer valid, rather they have no clue if they'll be able to send me my items. I had to initiate the communication. While I do appreciate that Herrschners may have been overwhelmed by the success that this sale achieved and were not prepared to handle the volume of orders it produced, effective customer service that communicates these short comings in a timely manner does go a long way. The customer service reps I interacted with clearly did not care about the missing items and Herrschners short comings in the situation. Had there been any remorse, apology, or proactive communication attempts made to let me know what was happening with my order, I would be willing to give them another chance but none of that has happened. Just a word of warning to others for future sales, don't get too excited for any of their products until it actually arrives on your doorstep. read more

I ordered personalized "made by" labels in January. When I hadn't received them by the end of Feb. I emailed them. I got a response that they had shipped. I waited and after several days of not receiving them I emailed again. I teceived a response that due it Covid shipping may be delayed. I waited another few days still no package. I emailed again it was joe the end of March, got a response that it could take 10-14 days for items to be shipped. I replied that I ordered in January and that was really not a good answer. I then got a response to track the package through usps. I put in for tracking the package and was told the package had an incorrect zip code and it was returned. I emailed Herrschners again and let them know that the package was returned even though my information (zip) was correct on my account. I eventually got a phone call (voicemail) that the package had been returned and to call them back and give them the correct zip code and they were going to charge me additional shipping. I called and left a message with my correct zip code and said that I didn't think I should have to pay shipping. Never heard back, didn't get the package, and have yet to get credit or anything. Terrible service! read more

It has been a very disappointing experience. I purchased what I thought to be a tablecloth kit only to receive a thread kit. This was not made clear online. I would never recommend this company to anyone. read more

Ordered 2 Santa Bags, and 2 Worsted 8 Gradient Yarn Packs = 43.96. Applied $5 coupon for order over $30. Received email "all items shipped". Received package only the 2 Worsted 8 Gradient Yarn Packs were in the box with an invoice that removed the Santa bags. Invoice in the box has a different order number, so they created a new order when they couldn't fill the original one. Removed $5 coupon from the qualifying order without notification of changes, they said there was no coupon applied to the order. They couldn't fill the original order so they created a new one and charged my credit card for it. I didn't not create or authorize a new order nor did I authorized the charges on my credit card for a new order. https://drive.google.com/file/d/1qXhNcUXF_EguSOF2kMZvIezEGiQ8Wn3v/view?usp=sharing read more

Pretty sure my mom bought more yarn in one stop here than ever before. The prices in their warehouse clearance section ( extra 50% off) are amazing. The stuff that is not on clearance is a little high in price when you can go to Joanns or Michael and use their coupons. I bought a great adult coloring book for $5, and a few wall canvases for $1! Too bad this place is so far out of the way ( 1 hour 15 min from the Dells) or we'd be tempted to go back! read more

Product in their website said cross stitch but when I received the product it was embroidery. Contact customer service but they are unwilling to reimburse for their error. read more

I placed an order with this company for a skein of yarn, I regret ever buying it from here. First of all I ended up paying 10.48 for one skein of yarn that is sale price and shpmt . I made that purchase on the 3rd of June. I received confirmation that it was in shipmt on June 6th. Ok but when I tried to type the tracking# through DHL it came back as not located. I tried several times to call both the Shipping Co and Herrrschners, I was told to the seller. They are not taking phone calls due to Covid 19. So I tried the shipping Co. Which told me to wait 48 hours I have done that and it has been way over that now. I will never use either one of these companies ever again. Horrible customer service and no assistance what so ever. I think that I have lost my purchase and my money as well. Don't use these people, You will only end up Angry, & out of your money BEWARE! read more

Horrible customer service. I purchased a large quantity of yarn in Feb 2019 for two cardigans, the main color was back ordered but I ordered anyway because the weight and fiber content were perfect. The first backorder date came and went, as did the second. In May, I got and email stating the color was discontinued so I called to return the other yarn, they suggested I call tech support to see if there were any alternates. She returned my call within two working days and immediately told me it was too late to return the order, I explained the only reason I kept it was because of their implication it would at some point be delivered. She didn't care, nor did she take any interest in finding and alternate. She even said if i returned it Herrschners would charge my card for shipping "and send it right back" to me. Bye bye Herrschners read more

Ordered a latch hook kit. Very dissatisfied with the quality of the yarn - thin and cheap. I called and a woman who was not very friendly said send it back for a refund - no questions asked. She didn't ask when I bought it or anything. Nevertheless, I'd only bought it about 3 weeks earlier. I am guessing it must be a 30 day return policy because I returned it around the 5th of May after an April 3 purchase, with the completed paperwork and all they did was send it back to me in the mail stating they only accept unused merchandise within the time allowed. I am furious and will never buy from this company again. Too bad. Had they issued the refund I might still have considered shopping with them. Instead I paid shipping back to them only to have it promptly returned. Very bad service. Bye bye Herrschners. read more

I am tired of attempting to deal with this company. Poor customer service. Pitiful shipping time. I like to order felt and beading kits. They never send me needles that go through the beads. I have bought hundreds of needles to try and get the right one to go thru the beads. I think that the beads are the problem, but when contacting Herrschners, they just don't give a S___. Hello Joannes read more

Terrible customer service. If you have trouble with your order good luck getting them to fix their own errors.

I have to give this company a shout-out for wonderful customer service. I've been a customer of Herrschners for decades. I tend to buy several kits at a time, and then make them, sometimes years later, when the time feels right. Last week, I found a kit in my stash from who-knows-how-long-ago. When I opened it, I discovered that the instruction booklet,which was folded in half, had stuck together on the inside. When I tried to open it, probably not as gently as I should have, the printing on one side came off and stuck to the other side. I called Herrschners, and spoke to a very nice gentleman who told me that Herrschners no longer carried that kit, but the staff would see if they could find find a copy of the instructions. Two days later, I received a pdf of the instructions. Thank you! read more

Add me to the list of fed up customers. This company has managed to nail the trifecta...horrendous customer service, total incompetence, and outrageous shipping prices. I'd had problems with them in the past, but assumed the issues were the result of my postal service at that time. Not so. They are still performing at the same atrociously poor level, sending half the items in the order yet indicating the orders have been fulfilled completely and then stealing the shipping costs out of the unfilled portion of said order (they failed to send an 18.00 item and then refunded only 10.00, stating it was "the difference in sale price"). When I called, an obnoxious young woman told me she wasn't in customer service but she could help me. After leaving me on hold long enough for me to take my trash out (literally!), she came back on and said "you'll have to call customer service on Monday" and abruptly hung up. What a bunch of jerks. Needless to say, I've filed a claim with PayPal and have no intention of calling them back Monday or any day after that. read more

Today was our first time there and also for my birthday.. There was a gift sale. We got puzzles, yard and craft stuff.. I, my boyfriend, my mom and my grandpa went here.. The staff was nice and great stuff to find.. I recommend this place.. read more

I ordered some crafts to create a birthday present for somebody's 50th birthday. Ordered was confirmed, but never arrived. After inquiring about the whereabouts, it turns out they never intended of shipping it. They had it as in-stock on the website, and sent out an order confirmation, but are out-of-stock and have discontinued the item. Why should they bother to inform the client about the problem? Yet they had no qualms to flood me with adds and spams. Now I have neither the item, nor the time left to order from someplace else to create my craft. NEVER EVER order from this company! read more

Great selection of products; absolutely the WORST customer service I've ever experienced. There were a number of problems with what seemed to me to be a pretty straightforward order, beginning with the amount of time it took before the order actually shipped (2 weeks; they state on their site that orders ship within 48 hours). When I contacted them, they said there was a computer error and it would shop "soon." Eventually it did, with one item missing. I contacted them again and was told the item was permanently out of stock and it wouldn't be coming. I don't know why they didn't think they should tell me about this, or why I had to contact them to find this out, or why the rude customer service people were so harsh via email, but whatever. The real problems began when I tried to return some items and when one item I had bought, which was on back order, was ready to ship. By the time all this happened, the cc I had used expired. I called to correct this and the girl on the phone (Brittany) claimed to have fixed it. I could tell she had not, because he sounded confused, so I also emailed. Sure enough, I got a phone call later saying the card hasn't been updated. To prevent further confusion, I gave them a new credit card on which to charge my newly available back ordered item, and was told there would be no problem when the return was processed. Well, the return was processed and a week later, no refund showed in my bank account. Come to find out they had issued a refund check and sent it to an address that was in no way associated with my order, where I don't live. Awesome. I've contacted them a few times since and have yet to be responded to. I should have known better. On the top of the return form, it says "We apologize in advance for any inconveniences as a result of your return." Apparently this is a common problem. I used I shop here all the time. Now, I will be thinking twice before ordering. read more

Like another reviewer I am appalled at their shipping policies. The site says 3-5 days and they charge a lot for shipping. It turns out they take three days to ship and then use the cheapest possible method. I am not actually sure what is happening. They sent me a UPS tracking number, and after 3 days of the UPS site saying they have not received the package, I got email from the USPS about a package they are expecting from a shipper. Since I was not expecting anything else, and since it came from the general location of the Herrschners, I figured it was probably them. So, after about a week, I have not got any notification that the USPS has actually recieved the package. I have emailed Herrschners and got no real assistance. I have no idea when I am going to get this thing, and since I was charged $15 I feel I deserved a lot better. read more

Their shipping times are ridiculous. I ordered nine skeins of DMC floss, which was noted as "in stock". Shipped out on 10/23/18. Today is 11/5/18 and still not here. They could have put the floss in an envelope and put a first class stamp on it and I would have had it a week ago. I order online frequently. I just ordered fabric from a shop, also in Wisconsin, on Wednesday...had it Friday. Herrschner's, never again. read more

Do not buy Herrschners stamped KIts if you are not going to do them Right Away. (Of course you have no idea how long they are in their warehouse). I had a problem with 2 kits that are older fading to nothing but fabric. I contacted them and they sent me an email saying I was out of luck because I was past the 60 Days, I became ill so was unable to finish them in a timely manner. I have Bucilla and Dimension kits that are over 10 Years old and are as good as the day I bought them. I store all my kits in a dark garbage bag in a closet so sun is never an issue. I will NEVER buy anything from Herrschners again. Be cautious if you but their Brand. Jill read more

Do not order for delivery to Canada!!! The service they use is completely unreliable and no one cares. I placed a big order for Christmas as I wanted some unique latch hooking kits and other craft items. The order was placed well in advance (in early November) and when I place the order, I was told to expect 10 days shipping to Canada (which is fast but can be done based on other online shopping experiences over the holidays). The order cannot be reliably tracked and appeared to have sat in Chicago for 3 weeks. They say they are using UPS but then UPS dumped the order at USPS (for shipment in Canada, why would you do this??!!!). No one at Herrschners cared or could actually get any information on this package either. I finally received the package on Jan 20 only to discover we were missing 1 colour of yarn. I asked for the package to be sent ANY other way (even through regular snail mail as it was light and shouldn't have been a problem). Without even responding, they sent it through UPS / USPS (the same way) again!!! Now the yarn needed to do this latch hooking has been sitting in Chicago AGAIN (for 2 weeks)! Due to the pandemic, I've been ordering lots online, some of which ships from the states ... this is by far the worst shipping experience I have ever had and Herrschners doesn't seem to care! read more

I am very disappointed with this company! I love buying crochet and plastic canvas kits online. Herrsheners had a nice selection. First I never received a tracking number. That part was left blank on my email. I ordered two kits one was sliced open and the contents loose. This is not a quality product! Won't order again! read more

I received defective materials in kits from a Herrschners vendor. I asked for replacements items which Herrschners said would be delivered on a specific date. No replacements still despite several days past the promised date. Cannot complete kits without replacements. Got the pieces from Amazon and that is where I will shop for craft items from now on. read more

I have bought many latch hook kits from Herrschners. The current kit I am working on has a lot of yarn shortages. I contacted Herrschners but they have removed my order history from my account. I think that a reputable company woukd not do this. It leads me to the conclusion that it is their way of stopping customers from receiving missing yarn. They charge a lot for the kits. As I live in the UK I also pay additional import tax etc, I think it is wrong for Herrschners to rip customers off by not supplying the correct amount of yarn and then deleting a customers order history so that the customer cannot prove they purchased the kit from Herrschners. Shameful!!! read more

This company's customers service is horrible! I never give companys bad reviews but this place is a joke! I ordered a very lagre order, they mixed up the address, then sent it from ups to the post office..that was not even in my zip code!!! the post office could not figure it out..so they returned it to the company. Now heres the best part....after I spent all Saturday morning..chasing it down, I contacted them to ask them for a refund. Well they contacted me back saying I had to wait until they recieved the package back!!!!! Which would take another week..!!! I will NEVER order from them again! Buyer beware!!! read more

In May 2017 I ordered about three hundred skeins of DMC 6 strand embroidery floss to make a complete set. It took almost two weeks to arrive and when it did, I was surprised. Several thread numbers were included that do not appear on the Herrschner's website. I placed two phone calls to customer service. Both times I was told that I, in fact, ordered those numbers but they have since disappeared from the website. "How could I have ordered something that is not there?" I asked. Again I was told that they were there when I ordered but have subsequently disappeared. Huh??? Since I already owned the numbered threads in question, it is highly doubtful that I ordered them again. Oh well, it is not a big deal, I thought. I wrote a review on Herrschner's website explaining this debacle. The good parts of the review were published (the part extolling the high quality of the DMC thread) but the unflattering/negative parts (about Herrschner's) were omitted. The website gives Herrschner's permission NOT to publish any review but nothing is said about altering an already written review. I urge anyone contemplating doing business with Herrschner's to take the reviews with several grains of salt. Since mine was changed in Herrschner's favor, I distrust any review on their website now. read more