“I wrote a review three weeks ago, and wish to update. I had placed an order with Deramores Australia and when I tried to log into the Deramores Australia site, found that it did not exist. There was no record of me or my order on the Deramores UK site.
I did expect delays in delivery, because I am aware that since the advent of Covid 19 there are huge problems with many of the world's postal services. My criticism of Deramores concerned the lack of communication. They should sent a email to all Australian customers, when they disabled the website, and also taken over the accounts with outstanding orders.
They should also have promptly answered my emails.
Since my last post, they have contacted me. They sent me information about my order, which arrived a week later. So I will give them credit for that. However there was still no explanation as to what happened to the Deramores Australia site. Also, just as importantly, there was no apology.
I do understand that the situation in the UK has been dire. The huge amount of infection and thedeath toll from Covid, is a tragedy, that has had a massive impact of every aspect of life. there. I also think that an online business that has been forced to change it's operations under these conditions, still has a responsibility to it's customers. If a business cannot operate with integrity and good communication, it should shut down until it can. Hopefully, Deramores will recover, and operate with the same level of service that it offered pre Covid.”
“Deramores has an excellent product range, usually at competitive prices. Their customer service staff are as helpful as possible, given the constraints of the business model that their employer uses. Where they fall down very badly is with the delivery of orders. They aim (note the use of the word "aim") to process the order at their site within 3 days, with a further 3 days for their courier to deliver it. Royal Mail 2nd Class post usually delivers 2 days after posting, and most other online yarn retailers despatch their orders within 24 hours of receipt, and there is a range of delivery options. Their website states how much of any given product is in stock at any given time, so a 3 day order processing time for currently-stocked product is surprising, to put it mildly. More often than not, yarn orders are supplied crammed into a plastic bag, with nothing between the thin plastic and the yarn, leading to tangles at best. Deramores used to be so much better than this. It's not as if there is no competition.”
“This used to be a good Company but alas lately it has dropped off considerably! - there is no communication, from when you order to when you ( finally) receive your goods, and also the tracking is non existent, and the delivery now takes twice as long as it used too. The tracking only updates itself on the morning that it`s delivered! Other Companies deliver their orders within two to three days (and sometimes even next day!) so come on Deramores ! what`s happening?”
“So I bought yarn at 50% off. Hurrah! But when it arrived the hank size was 50% less than advertised so I only have half the yarn for my project. To but the right amount of yarn I'd have to pay full price! Boo...! Beware of those sales ads....
I appreciate mistakes happen, but Deramores have done nothing to put right their mistake. They used to be a great company who cared about their customers. Not any more...”
“I had occasion to telephone Deramores this morning and I found myself speaking to an agent in the Call Centre in India. Firstly, I had to spell my name three times; it's not a difficult name. Then I had to rephrase my simple request several times in order for the agent to understand it. Finally, I was promised a call back with the answer. On the plus side, I waited just a few minutes for that. On the minus side, I then had to provide information for the agent to verify it was me to whom she was speaking. My request? What is the validity of a Deramores point voucher. Hardly confidential information!!! Rest assured I shall not be dealing with Deramores again.”
“I had occasion to telephone Deramores this morning and I found myself speaking to an agent in the Call Centre in India. Firstly, I had to spell my name three times; it's not a difficult name. Then I had to rephrase my simple request several times in order for the agent to understand it. Finally, I was promised a call back with the answer. On the plus side, I waited just a few minutes for that. On the minus side, I then had to provide information for the agent to verify it was me to whom she was speaking. My request? What is the validity of a Deramores point voucher. Hardly confidential information!!! Rest assured I shall not be dealing with Deramores again.”
