They delete negative reviews
I bought their Serenity 20 base that was advertised as machine washable and good for socks. Socks I made from skeins marked as machine washable shrunk in the *first* gentle machine wash and became unusable. Another that I hand washed thinned through on the heel in just a few gentle uses to the point that they are uncomfortable.
They gave me a few excuses:
1. I didn't handle the socks properly (I did).
2. It's not their yarn probably, it can't be (it is, they've seen the photos and the labels).
3. One of the skeins isn't marked as machine washable (what about the ones that are?! they shrunk, pilled, thinned and felted, too).
4. I washed and wore the socks and it's normal. (Really? I don't want socks that look like a dog chewed on them after just a few wears and washes).
5. I should contact the store, but refused (how do they know if I did or didn't? The store won't take back used yarn, and after all, the manufacturer claims I'm the one at fault, and not them, so.... just want to waste even more of my time??)
No accountability or acknowledgement that something could have been wrong with the yarn. For example, what if they accidentally mislabeled it?
Instead, they went and deleted my comment. I noticed that there isn't one single negative or even an average review out there. Isn't because nobody else had a bad experience? Or... did this happened to others and their reviews were deleted, too.
All the pointing of fingers at me, yet after they deleted my review, they went and updated the page to remove the information that the yarn is machine washable. Clearly, they know I'm right. I went through a lot to make them face up to the reality that this yarn is not durable enough for machine washed socks. Perhaps this will help someone else to not waste their money, or their time!
To top this off, on the same day I posted the review on another platform, they solicited a bunch of 5 stars reviews.
Manipulative, beyond unethical.