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Hobbies & Games > Yarn Complaint Update

Yarn Complaint Update

I received a reply today, only 12 days after e-mailing my complaint. Not too shabby. For those who didn't see or have forgotten my "Complaint" article:

The more I looked at my new teal socks the more dissatisfied I became. It's OK for socks but what if I had knit a baby sweater out of these two balls? It would have turned out awful. I wouldn't give it away, let alone try to sell it. Therefore, I have sent off a letter of complaint along with a photograph of the socks. I await a reply.

To whom it may concern.

I recently finished knitting a pair of socks with Patons Kroy Socks FX and I am very displeased with how they turned out. I purchased two balls of the same dye lot (210978), at the same store, at the same time.
My first complaint is that they do not appear to be of the same dye lot. There is an oatmeal colour in one sock that is not in the other.
My second complaint is that the order of the coloured bands is reversed. At least, they would be if they were of the same dye lot. At first I thought I had started one sock from the middle and the other from the outside but I always start my balls from the middle as I don't like the balls rolling around as I knit.
This was the first time I have used Patons Kroy Socks FX and I am most reluctant to purchase it again if this is typical of this yarn.
Thank you for your attention.

This is the reply I received today:

"Dear: Margaret,

Thank you for contacting our company. With regards to your concern about the pattern in the Kroy FX yarn, there is no perceivable problem with the yarn itself the FX is a random patterning yarn. It is meant to create an interesting ‘effect’ – hence ‘FX’ and the socks will not match exactly in terms of the patterning-colors remain the same but the way they flow together creates the effect.

This product is a 4 ply yarn and it is combined of four different strands of a variegated yarn which is all different as well and they are spun together making each ball a little different and unique. That is why two socks will not be identical.

We sincerely apologize for the difficulties you have experienced, and appreciate your comments. It is not our policy to replace yarn as we sell to the retail stores and they in turn sell to the consumer. We will make an exception this one time and send you some complimentary yarn if you would like to forward your address. In the future if you have any products that you feel are defective please return to the point of purchase.

Once again, thank you for taking the time to bring this matter to our attention and thank you for using our products.

Yours truly,


Leah Cherrey
Customer Service"

Perhaps I should have pointed out to Ms Cherrey that I got their e-mail addy off of the Patons website. "General Inquiries
For all other concerns such as membership, quality issues, newsletter etc. Please contact us at or call us at 1-888-368-8401." It does state "quality issues".

And this is my reply to their reply:

"Dear Ms Cherrey,
Thank you for taking the time to explain the FX yarn to me. However, I don't understand the point of having dye lot numbers if the yarns aren't necessarily supposed to match."

And YES, I did include my address for the complimentary ball of yarn. After all, I'm a knitter and no true knitter would willingly say no to a free ball of yarn, no matter how grudgingly it is given. It will probably be some acrylic cr@p that I can knit another charity hat with.

posted on Feb 9, 2011 10:15 AM ()


Well of the yarn is deliberately mismatched, I suppose they are starting a new style trend directed at (guh) teens. But they should warn you.
comment by tealstar on Feb 11, 2011 11:09 AM ()
I love the precision of your thinking. Let's see what they send you. Maybe after your acrylic crack, they'll send you wool. And, of course, if you sent your address already, makes you wonder if they even read your whole letter or just determined that it's "the usual complaint, send her form #5" Don't you just hate that?
comment by tealstar on Feb 11, 2011 6:38 AM ()
I think each ball band should carry a warning: This ball does not match any other ball of Patons Kroy Socks FX yarn, regardless of the dye lot number. I have checked out photos of other knitters' socks and Ms Cherrey is quite correct. This yarn really is made like that on purpose.
reply by nittineedles on Feb 11, 2011 9:50 AM ()
The explanation that yarn from the same dye lot is not supposed to be identical sounds like a bunch of crap to me. Who wants to knit a pair of socks that don't turn out identical.
comment by redimpala on Feb 10, 2011 7:50 AM ()
I'm not a perfectionist. I'm not asking for identical but the same colours would be nice.
reply by nittineedles on Feb 10, 2011 11:49 PM ()
You got it off your chest and you get a free ball of yarn. To heck with
Mrs. Cherrey.
comment by elderjane on Feb 10, 2011 6:36 AM ()
reply by nittineedles on Feb 10, 2011 11:48 PM ()
Great work Marg! While you knit with it when it arrives, with every stitch you make, just think of the angst, the person who had to give it for free, is 'grating' - You, have had the 'last laugh'

comment by augusta on Feb 9, 2011 2:42 PM ()
She's a colour blind, condescending cow who thinks she's dealing with a knitting newbie and once I receive my free yarn I just might tell her that. I'd like to know how to get in touch with her boss.
reply by nittineedles on Feb 9, 2011 9:21 PM ()
You have to wonder if the person doing the responding is colorblind. They probably didn't bother to show your photo to the quality control folks, just called them and said another biddy is complaining about dye lots, and Mac down in the factory snarled 'Tell her it's the FX line, the whimsical, random pattern with the color variations.'
comment by troutbend on Feb 9, 2011 2:31 PM ()
Was that one of those expensive German faucets - Grohe? Our kitchen remodel guy at the old house talked us into one years ago - more than $200, might have been as high as $450 - and it had this leakage when you turned it off. They claimed it was normal. However, when we needed a new part the manufacturer sent one for free no questions asked, so I have to admire that.
reply by troutbend on Feb 10, 2011 1:34 PM ()
DH and I bought a kitchen faucet from a reputable company years ago. The tap dripped so we went back to the company and told them. They said it was designed to drip so that.....double talk....double talk....double talk. Ya, sure. Pull the other one.
reply by nittineedles on Feb 9, 2011 9:15 PM ()

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