Tuesday, 15 April 2014

Needle Needs - rant alert!

Hello all!

ADDITIONAL MAY 2015 - since writing this post in April 2014 Needle Needs have updated their website to indicate orders will take 8-12 weeks to process (at the time of writing it was 28 days) Whilst you can be guaranteed of receiving excellent quality products you must be prepared for a long wait. There is no doubt that Needle Needs products remain very popular among stitchers, a fact which appears to have made the company a victim of its own success.


I really need to get something off my chest and thought that sharing it with fellow stitchers would be a good way. If you don't like rants, please move away from this page now. You have been warned.


I mentioned in my last post that there was a reason I could not start my new WIP. This was because I needed the 30" Millennium Bars. Many stitchers use the Millennium frames and accessories, so to you in particular, what do you think of this as service from Needle Needs? Have you had a similar experience with them? or have I just been unlucky?



02nd February - order placed for 30" Millennium bars and 3 pairs of Bar Parks. All items were in stock.


20th February (day 18) - I emailed them asking if there was any progress on my order. They replied asking me to give them 28 days.


21st February (day 19) - my order was marked as being processed. What a coincidence!


19th March - (day 45) - I emailed them again asking when I could expect to receive my goods.


NO REPLY


28th March - (day 54) - I phoned and asked where my goods were. I was informed that my order was 5th on the list, should be processed by the following Wednesday (today was Friday) so would be with me by the end of next week (5th April).


05th April (day 62) - guess what?


07th April (day 64) - phoned again, leaving name and number for them to phone me back.


NO REPLY


09th April (day 66) - phoned again and was informed that my order was being processed today.


14th April (day 71) - phoned again and was informed that my order had (eventually) been sent on 10th April.


15th April (day 72) - guess what arrived at 3pm? Finally.....



Now, I am generally a patient person and understand that Needle Needs might have (had) issues which caused this delay including (1) having a baby, (2) moving house, (3) drafting in family members to cover, (4) an increase in the number of orders and (5) working on a new product but I had no courtesy communication from them indicating an order processing delay, nor an apology of any sort, even during phone conversations. It's almost as if they didn't care. In one conversation I was informed how a good review in America had increased their orders and how they have been working on a wonderful new product. Did I care? No. Did I get an apology of any kind about my order? No. Do I think that my small order was put aside to deal with bigger orders? Yes, (although I have no proof of that).


With hindsight, maybe I should have made a nuisance of myself and chased this order up more frequently or been more assertive and demanding, but that's not my style.


So, is it just me or do others agree that this is not how a business should be run? 28 days to fulfil an order is bad enough, but 72? That's pants to put it politely. My husband and I run a small internet Lego shop and there is no way we would treat any of our customers this way. Grrrrrrr!


I do not deny that Needle Needs produce good quality products (of which I have many that were purchased at craft fairs or through eBay) but their order turn around time is rubbish, especially considering their £10 delivery charge and the fact that all items were in stock when I ordered them.


So a word of warning - if you want anything from Needle Needs make sure you order well in advance and/or are prepared to put up with excuses and delays. Or are very assertive. Or perhaps you won't have a problem.....


Thank you for having the patience to read this rant and I hope that this experience does not happen to you - with any business you have contact with.


Now that I actually have my bars I can make this long-awaited start on a my new project. I don't care about washing or housework or food (or children/mother/pets) today - I just want to stitch!!!


I'll be back with a new start - and much happier - post soon. :)


All the best and

Happy stitching :)
Rachel x

105 comments:

  1. I've been trying to order millennium frame and stand together from them for ages. Either one is in stock or the other but not both at the same time. They won't let me pre - order or put one aside for me, all they have done is put my name on a list and they will email me when they come back in stock. I've been warned though that they sell out within hours and if I miss ordering one it could be weeks/months before they're in stock again. I guess they have so many customers they don't need to worry about good customer service...having said that it has certainly made me think twice about spending my hard - earned money with them!

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  2. Thanks for the rant - it explains why I've heard nothing about my order last month! I shall have to decide whether to just wait or give them a call after Easter to hurry things up a bit! Perhaps it's time they stopped being a small family business and ramped up production to keep up with demand. They will lose customers as the delays get talked about online.

    ReplyDelete
    Replies
    1. anyone know of any other sites where people complain about this company?
      Anyone want to set up a site specifically for folk to tell the truth about this company and their total lack of customer service etc.?

      Delete
  3. Their customer service is terrible and there is no excuse in the world for it. They keep giving that review as an excuse for being busy but that review (which is featured on their home page) is literally from YEARS ago, 2011 if I remember right! Nothing is ever in stock and I've been wanting a Little Wizard for almost two years but it is NEVER in stock and the saame is true for the stands which I would like too and I've heard about their 'list' which sounds a bit suspect to me and too much like another excuse. I was lucky that my Millennium frame only took 28 day to get to me, lucky for them as I would've kicked up a big stink if it had been longer (and I wish to god I had been able to afford the Little Wizard and a stand at the same time as they were in stock then). What bugs me the most about this company is their policy for when they have a show coming up and they put aside EVERYONES orders so they can make items for stock for the show, now that is the most ridiculous thing ever...... they want stock to make NEW customers and don't give a crap about the ones with outstanding orders. Yes, maybe you are a small family business and everything is made by hand, to order but if you're that busy then hire some apprentices or something and stop making pathetic excuses all the time! Sorry but they do make me a bit cross with the way they treat customers!

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  4. Oh no, I'm sorry to hear you've been dealing with all of this. It definitely puts me off ordering from them.

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  5. I've heard nothing but bad reviews about their customer service all over the internet, but everyone loves the frames & stands when they finally get them.

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  6. *sigh*
    I ordered a millennium frame for my wife 41 days ago. Item was listed as in Stock and they deducted the money from my bank account the day after the order.
    Haven't heard anything from NN despite two emails. I cannot even access my order online. Chocking on either of the links is equally useless, nothing happens. Guess I'll have to call them tomorrow.

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    1. Ordered one of their frames January 16. Money was taken from my bank account on the same day. On February 6th I emailed them to try to get the status of my order ... being I had received no confirmation or shipment notice from them and when going to the site to try to figure it out ... and clicking on the "order information" link found it didn't link up to anything ... so I emailed them ... no response. Emailed them again on the 8th. No response. Emailed yesterday, the 9th still no response. As a small business owner myself I can understand shipment delays and problems keeping items in stock (our online store carries over 400 different products) but what I cannot understand is a refusal to answer customer's email queries about the status of their order especially when having already taken over $100 of a customer's money. Unacceptable, in my opinion. Won't be ordering from them again and am thinking of contacting my credit card company to dispute the charges. All they need to do is answer my email and all will be well. That would be the easiest solution to this problem.

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  7. I ordered my Millennium Frame 60 days ago. Delivery was promised in 28 days. At 30 days I wrote them, and after awhile the response came. We have so many orders that delivery will take 60 or 90 days, as we say on our website. What?? I hustled over, and it still said 28 days. My credit card was charged 60 days ago.

    My husband, who bought this for me as a 42nd anniversary gift believes we will never see the frame.

    On the website home page, the sentence that says "Questions about shipping? Click here!" is a dead link. Elsewhere it says go to the record of your order for tracking information. I did. Two links there, both dead.

    The company doesn't voluntarily apprise us of progress in any fashion. No comforting e-mails telling us how the queue is progressing. No "Your order has been shipped."

    The only American companies that would do business like this (i.e., charge the credit card before the goods are shipped and then fall silent for weeks on end) are out-and-out swindlers. British readers, please advise: are these common practices across the pond, and nothing to be alarmed about? Help!

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  8. I realize that this post is a bit old, but I just had to comment when I found this. I am going through the exact same thing!

    I placed my order on Oct. 5, 2014. I received my order confirmation with a status of "awaiting payment" but then didn't hear anything.

    Oct. 16, 2014 I sent an email asking if their was a problem with my order, because the funds hadn't yet cleared. - No answer.

    I emailed again on Nov. 2, 2014 with the same message (is there a problem?) - I did not get an email reply, however, when I checked my account the next day (Nov. 3, 2014), I found that the funds cleared.

    I send out another email on Nov. 18, 2014 asking for an update. I received a reply that said:

    "Hi Jill.

    We ask our customers on our site to please allow 8 - 12 weeks for delivery as we are so incredibly busy and frames are made to order. Please bear with us, we will send your order as soon as we can.

    Regards

    Marisa"

    1st: Their website does NOT say that. It says they try to fulfill and process orders within 28 days.
    2nd: That was not at all communicated in the order confirmation emails that I did receive.
    3rd: As you can see, there is no apology for it taking so long to process my order.
    I can understand if there have been things that have come up, causing a delay in order processing, however, none of that has been communicated.

    However, I did think "ok, I can handle that. I can be patient."

    However, she didn't say if it 8-12 weeks from the day I ordered, or from the day the funds cleared. If its from my order date, then that would have been Dec. 21, 2014. I do not yet have my order... s it can't be that. If it is from the date the funds cleared my account, then it will be Jan. 26, 2015!!

    As of today: Jan. 1, 2015, I have not yet heard an update on my order. It has been 88 days since I placed my order. Now, that does not include the Thanksgiving and Christmas holiday, however, I am really struggling with staying patient.

    I am emailing them again tomorrow to ask for another update. I am hoping to be told that it has shipped.

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  9. Same here! I ordered on October 12th 2014, it arrived yesterday (January 15th, 2015). I won't tell you the whole story of 'communication' to and fro because it's essentially exactly the same as the post above.

    I had the 'we're a small family run business and we intend to stay that way', slightly odd, holier-than-thou response to one of my emails, where I had asked if it was normal practice to take payment a couple of days after an order is placed, but not to communicate or ship for 4 months... to which I responded that I also run a small, successful business (and it's not even a 'family' business - it's just me!), which wouldn't exist without the support of my valued customers, with whom I make time to communicate with properly before, during and after a transaction. "Yes, but cashflow" was the answer. Erm... *speechless*.

    I have to say, the millennium frame - now I have it - is pretty great. I wanted to see it before ordering a stand... but I'm torn as to whether I want to have anything more to do with such a shoddy set up, regardless of how good their product may be.

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    1. Be grateful that they "communicated" with you. I can't get them to respond to my emails. I don't mind shipment delays. Please just email me and be honest. I will wait patiently for a good product but what I won't tolerate is having my polite inquiries about the status of my order ignored after you have already processed the payment. I have run a "small family business" and "kept it that way" for more than 20 years ... always processing orders promptly or letting my customers know if and when there would be a delay ... and we carry more than 400 products on our site. BTW NeedleNeeds ... don't EVER discuss cash flow problems with customers. It is simply NOT their problem.

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    2. I absolutely love their frames, but yes their service is pretty bad. But because I love them so much I order a new set of bars about 6 months before I need it, just to get safe. One side note, I don't believe they put small orders aside from big ones, they all get the same long-term treatment. I have placed probably 10 orders from them and it averaged about the same, big or small. I even offered to go into business together as I love the frames and feel that if we can make and sell them here in the US and provide superb customer service it could easily grow tenfold. Sort of franchising it. But no, not interested.

      They do mean well though, I don't believe there's anything but best intentions and perhaps too much love for their product. If they would hire people they could fill orders faster, but they don't want to do that either as they truly treat each bar and stretcher with the utmost love and care and spend a lot of time ensuring it's perfect. I actually think that the desire to create a perfect handmade product is what causes the delay. And when I think about that and the fact I love their products so much, at least 10 times more than any other scroll bar, and the fact that once I buy a size I'll never in my lifetime have to buy it again (unless I want more than one) even if I live to be 106 and stitch until I die (that's the plan, and if I can retire 20 years from now at 63 it will give me 43 years of hopefully 100 hours a week to stitch to hopefully get through 25% of my stash lol) and likely multiple generations after me can use them too then it was worth the wait for a few months. ;) I now plan 6 months and get it on average in 3-4 months and I am happy.

      If you need bars next week or next month don't order from them. Although personally I would stitch on Qsnaps and wait.

      To be fair I did order an Omanik to compare both quality and service, let me know if you want me to post. I cannot imagine I like it better as I think Millennium Frames are pretty perfect, but of course I too am not happy with the long wait and am curious to see what quality this is.

      As a last note, hope it's not inappropriate, but I have a brand new Necessaire Stand for sale. I bought it for my daughter when she very enthusiastically started stitching, but she unfortunately stopped before the stand even arrived. It has been sitting in my closet for 2 years now and even though she says she's going to start stitching again I doubt it (she's 14) and it's just too pricey of an item to just sit there. If you are interested, please make an offer to bianca.xsstuff@gmail.com. thank you

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  10. Just reading this post. Is there another place to order the frames? I really want one but I am hesitant to order from NN. TIA

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    1. As far as I know they do not distribute to other retailers. You might be lucky and pick some of their products up on ebay but that is very rare. If you order any of their products at least you know how long the wait will be.

      Delete
  11. I had an email from someone today asking to me to post the following comment on this page. I'm only too happy to oblige!

    "Oh my God! I can't believe what I'm seeing. I was so foolish making an order this Monday. If I had known what I know now, I would never, NEVER make such mistake :( It's been five days since my order, the status is still "payment accepted", I've got order confirmation at email and nothing, NOTHING else. They haven't answered any of my emails, even the admin of their site hasn't answered if their site is fully working or not. I'll wait till the end of this weekend and then I'll make a chargeback. Damn, I've spent almost 150$. I just don't understand how someone who's making such a high quality products can treat their customers like that?! I just wanted to buy a special gift for my mom's anniversary :( I'm really pi**d off!"

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  12. Cut this guy some slack!! These frames are worth 3 times what he is charging. I will order mine today and be very happy to wait as long as it takes, don't forget they are heirloom quality
    Sue Waddy

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    Replies
    1. Sue, no-one is doubting the quality of the items or questioning the prices being charged, and all stitchers I know who have the Millennium products are completely satisfied with them.

      Since writing this "rant" their website now indicates that orders will take 8-12 weeks to process as I understand they now make all items to order rather than carry stock. If I were to order from them again I would be prepared to wait 12 weeks, but the waiting time for my original order was indicated as a maximum 28 days. And that was the start of the issue with communications going unanswered and no apologies being issued. You have to agree, that's not particularly good customer service.

      I hope when you receive your items you are very happy with them and they give you hours of stitching pleasure.

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    2. Thank you Rachel for pointing that out, all I am saying is this guy is an artisan not a businessman , he doesn't charge enough to pay someone to do his customer service , if he had to take time out to answer emails etc we would have to wait longer. Like I said for goodness sake cut him some slack

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    3. 'Cut the guy some slack'?? How much 'slack'? I have been waiting, patiently, for over 12 weeks for my order of a millenium frame and extra bars. The product may be good but, in essence, it is a collection of separate wooden bars so not a major construction project. I would be prepared to wait longer if I had received any communication from them or replies to my emails. I note that they do not hesitate to take payment for the order - that happens immediately!!

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  13. I ordered my frames twelve weeks ago and they say they are processing my order now. I paid for the frames on Jan 26 2015. That's a long time to wait. I gave up on ordering a floor stand. Bought one from Just a Thought Needlework. It's beautiful and I received five days after I ordered it!! It's called Just A Stand. It's beautiful!!

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    1. I am thinking of ordering this stand. It is beautiful! I ordered my Millennium frame the first week of September and finally got it last week, the last week of January.

      Delete
  14. I think it's awful, I have all my expensive materials ( bars and stretchers ) and can not join it. I've been waiting months for a standard , they are becoming : awaiting stock . Multiple phone calls made, always got promises, and what should I do? A lot of mails sent , sometimes I got a reply , usually no response. I can hardly hold the embroidery fabric in my hands. This is due to arthritis in my right hand. That man should still be crazy after all these complaints. I'm going to ask my husband to craft a standard for me. He is quite convenient.
    Sorry that I write this, I 'm a little mad at that man. Martine from Belgium

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  15. I just ordered my Millenium Frame. Hopefully I get them before Christmas -_-

    I'd already begun my project, first without a hoop and now I'm using a plastic hoop.Will it make much difference to my cross stitch in terms of the tension etc, if I switch to the frame later on? I am a beginner so I'm still learning. My project is massive 1130 x 710mm ... perhaps a bit adventurous

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    1. I cannot comment on how changing frames during a project will change tension as have never done it. I assume there will be some difference but hopefully not too much. Good luck with using your new products - I do hope they arrive before Christmas.

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    2. Did you get your frame? I ordered the beginning of September and finally received it the last week of January. Now I am looking for a stand for it. Thinking of Just a Thought stand by Judy Odell.

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  16. Today is September 24th. I placed a order on June 5th for one set of Millenium frames. On June 19th I ordered a second set. Their website said product is in stock. I figured it would at the most take a few weeks. On August 27th, I received a email saying my order is being processed for both orders. On September 10th, I emailed needle needs asking when they will be shipped out. I even let them know that I was thinking about getting ahold of my credit card company to reverse the charges if my order doesn't arrive soon. I know they are a small shop and have quality product that will last a lifetime, but I think almost 400.00 dollars of an order should not take this long. So much for a 8 - 12 week wait time. My order is beyond that. Needless to say I have yet to receive a response to my email either.

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    1. That's almost 16 weeks! I do hope your products arrive soon, Sharon, and that you feel both your $400 spend and your wait has been worth it.

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    2. four months and two days now, still no product. keep trying to call needle needs but all i get is a busy signal. I check my account page daily and still says processing. Very frustrating!!

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  17. Dear Stitching Friends,

    I have ordered many products from Needle Needs and unfortunately what you are going through is no unusual. All of the things I have ordered have take more then 2 months to receive. Everything you said is true about the communication being non existent and I myself was very scared when the money was taken from my account with no confirmation emails of communication.

    I agree this is very bad customer service. I have made a point of getting up and calling them because I live in California, Us and there is a round an 8 or 9 hour time difference. They have sent everything I have ever ordered. And it did take a long time. So far as I've heard they have never not sent an order that was ordered an paid for. I love my stuff and can't imagine stitching without their products but waiting a long time is part of getting any of their products. Its a sad situation but their it is.

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  18. Could someone please pass along the phone number you have used to call Needle Needs. I have been trying for several days and just get a busy signal. Have never called a international number before, maybe I am not dialing the right way. Thankyou!

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    Replies
    1. Sharon, you are a no-reply blogger so I hope you read this.
      The number currently displayed on their website is +44 (0) 1749 830345.
      UK customers would dial 01749 830345.
      Overseas customers would replace the 0 with 44 after dialing the code 011 for the UK.
      Therefore the number you should dial is 011 44 1749 830345.
      Good luck!

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    2. Thankyou for your help! I will dial that number. I was only putting in 044. Let you know if I get any results for my orders. I will reply soon. Thanks again!!!!

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    3. I got ahold of Needle Needs ! Gentlmen looked up my order numbers and said he will send out my frames this coming week. He apologised for the delay. No explaination for the delay. They will email me a tracking number when shipped. He did not say anything like mine were being made now or next on the list to be made. I am glad I finally called! I think I would be waiting alot longer if I had'nt. Will let everyone know when they arrive. It has bee seventeen weeks now since I placed the first order. Fifteen weeks for the second order.

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    4. So glad to read your post, Sharon. I ordered my frame on August 19, 205, and I've emailed 2x to follow up to see if the order is in the queue. No response at all. So I'll call on Monday to inquire about my order. From what I've read on Facebook in various stitching groups, it seems like it takes a telephone call to finally get the order moving. Please let us know if you received your frame.

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    5. No frames yet! Three phone cslls now to them. An excuse every time. Two weeks ago he told me I was number three on the list and they would be sent out that week. Called last Monday and he said they would be sent out by Wednesdsy. Called agsin this morning because I had not been emailed a tracking number and he ssid they ran out of side stretchers and my order will be sent out in a day or two. It will be five months next week! They emailed me way back on August 27th saying my order was being processed... Their website needs to say months and months wsit time, not 8 to 12 weeks! We will what hsppens this week. I will write back soon. Also, through out this long wait I have emailed them three times snd only got back a response one time and thst was when I first placed my order.

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    6. So sorry for the spelling! I dont know why every word with a -a is a s!!! Typing too fast I think and missing the a.... eeeekkkk!

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  19. Today is 5 months now of waiting for my Millenium frames. No frames, no email on shipping. Looks like I am going to have to call again for the 4th time. Thanks for letting me rant on this site! only you guys understand the frustration. My family rolls their eyes at me cause when I get home from work I keep checking the front porch to see if UPS delivered them. I look on the porch several times before I go to bed!!!!

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  20. I placed an order for frame and extra bars on 13th September 2015. They took my payment immediately. So far no further communication and no reply to any of my emails. My patience is running out. I will try to phone them tomorrow and if I get no reply, or a load of excuses, I will get in my car and drive the 100+ miles to see them and get my stuff! This is not just bad customer service - looking at the number of complaints posted here, their 'business practice' borders on fraud!

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    Replies
    1. just managed to speak to John Crane on the phone. Full of excuses about wood needing to be dried in the kiln ... very busy ... lots of orders ... lots of orders from America ... etc, etc. Having looked at some USA sites yesterday I can see that orders placed from there seem to get processed a lot faster. John Crane denied this and said that orders are done as they come in ... so heaven help anyone who ordered anything after 13th September which is the date of my order! He promised me delivery of my order by the end of next week. If not ... emigrate, John Crane, otherwise I will be on your doorstep!

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  21. I'll add my story to the list. Placed an order on July-10 for a frame and extra bars also. I have spent a lot on their products and have purchased the floor stand, lap stand, the aristo, plus frames and bars. This is my 3rd order in the last 1.5 years. No communication until Oct-31 when I received an email that they were processing my order. No news since and I have emailed asking for a status on Dec-3 and Dec-9. Nothing. They are the absolute worst company I have dealt with. They hide behind the auto emails telling customers to be patient and that orders take 8-12 weeks. Just terrible.

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  22. Phoned and emailed John Crane again today and reminded him of his promise to get my order in the post today with guaranteed delivery for Friday. Lots of hedging, excuses and explanations about couriers not delivering overnight despite dear John having paid extra for overnight service ... it's Christmas ... couriers are busy etc. etc. etc. Promised to send me a tracking number when the couriers have the order 'but couriers don't always scan the orders, so the tracking number won't be activated unless they do' from dear John. Told him I would drive down next week if order not delivered/trackable by Friday. He said that would not be economical ... but paying for something 14 weeks before receipt of same is economical, John??? Terrible, terrible company. Avoid at all costs. If you have ordered, phone them, phone them, phone them!

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  23. Just had a phone call from dear John giving me a tracking number which he says will be activated in 1 hour and that he put it on as a 2 day delivery 'cos it was too late today for an overnight delivery. We'll see how all that pans out.

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  24. Update... Talked with John Crane on Dec-14, said order would ship by Dec-18. Talked with John on Dec-18, said wood is taking longer to dry ( same thing he told 'J' above) and would ship by the beginning of this week. Have been trying to call literally for 33 minutes, and getting busy signal. I suspect they have their phone disconnected and are closed for the Christmas holiday. Good products but customers should not have to wait 5 1/2 months for orders, especially when paying in advance. I am filing a claim with my credit card company today. I am done with John and his excuses.

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  25. Just received my stand and frame on 18th February that was ordered in June 2015. I sent multiple emails that went unanswered, I finally got fed up and said I was contacting my bank for a refund on my visa for undelivered goods.Following day I was sent an email saying my stand and frame had been posted, I think if I hadn't made the threat I would still be waiting in June 2016 ....

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  26. Hello I was put on a waiting list for the complete kit 1 in February 2015 and was told they would let me know when the kit was available. I emailed them every other month or so since I never would get an email back from them. This went on until December 2015 when I decided to go on their website and noticed that the kit now had an available listing put on it. It was so upsetting because I never got an email letting me know. I went ahead and ordered the kit and paid for it. I sent them an email letting them know this. I know it says about 3 month waiting time but it's already April and I haven't received it. I did get a email message from them in February 2016 letting me know my order was being processed along with an order number.
    I like everyone am on a constant look out for the UPS driver. It's hard to always explain to my husband it's not arrived since he paid the $400 as a Christmas present for me. I tend to be very patient and do understand it's a small business but it's getting harder to wait since this has been going on for more than a year. Thanks for listening. I wonder if everyone who was waiting on this blog received their items.

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    Replies
    1. Hello Clelia. You are a no-reply blogger so I hope you read this.
      Thank you for writing an objective comment.
      I am sorry to hear about your wait for your products but fear you may have to keep waiting. The last I heard (although I cannot confirm this) is that waiting time is now 6 months. I can't really offer any advice other than be patient. Once the products arrive I am certain you will be satisfied with them. Please return and write another comment when you have received them (or sooner if you wish) so that anybody viewing this page in the future will be aware of potential waiting times and/or issues.
      Rachel.

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  27. Thank you Rachel for taking the time to let me know. I will definitely post when I receive my order. I'm sure others will be glad to read this for peace of mind. Have a great weekend.

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  28. Lol Rachel you're a top Google search ;). I just placed my order on the 13th so we'll see how long :D

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  29. I have to add to the string... I really wished I would have read the comments before I ordered, I don't care how good they are... I placed the order in Dec '15 and once we went past 19 wks I started sending an email a day to get an answer. Nothing, not a word. My problem is that I am now moving and no product and no way of reaching them unless I want to throw more money down the drain and call. Oh ya, same as everyone else, at the 12 wk mark got the standard email saying my order was being worked. I refuse to call international, besides it doesn't seem to matter. This is really awful way to run a business.

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  30. Update: I finally received an email from John stating my items have shipped via UPS. I will update once I receive it.

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  31. Ordered the Millenium frame and paid for it 12/1/2015. We have still not received it as of June 7, 2016. WE have gotten zero responses to emails. I will try calling tomorrow.

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  32. Ordered the Millenium frame and paid for it 12/1/2015. We have still not received it as of June 7, 2016. WE have gotten zero responses to emails. I will try calling tomorrow.

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  33. Hello. I just wanted to post that I finally received my millennium frame and stand. It took 10 months wait for it to be available and 6 months to arrive after paying for it. It was totally worth the wait. I will be ordering more extension frames. Bottom line like everyone says it is a waiting and patience process. I also sent emails asking and requesting info and didn't get a response but They will deliver the goods eventually

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  35. I ordered the frame and stand on Dec 21, 2015. Next week will be six months since the order was placed and paid for. I am not happy and don't want to call since I might say something really bad and never get my order. I guess they don't care about how bad their customer service is because the consumers wait for the products. I wonder what would happen if no one ordered from them and their business started to suffer.

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  37. I placed my order on May 9, 2016. The product said it was available now and so I ordered it, not thinking I'd have a long wait. August 8th will be 3 months.

    I've written them several times to only receive the same E-mail response, please allow up to 12 weeks.

    Yesterday I wrote them and actually asked if my frame and attachments were really being made at this time, as it states that it is in process, and if not, then to please issue me a refund. But I received to answer back.

    To me, the product could be the best in the world, and it probably is, but when a company doesn't respond to any e-mails makes me not want to buy their products.

    I don't want to wait another 3 months like Donna. There is no excuse for having so many customers and yet not have the staff on hand to fill those orders. Yet they will take your money and keep you guessing.

    I'm very disappointed and I'm quite concerned. They are in the UK, and I am in the United States. So they have me over a barrel. I guess I'm just out a lot of money. $300.00 that I tossed and turned over, wondering if I should go ahead and order them. It was big chance and I took it. I wished I hadn't now.

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    1. Nancy, thank you for leaving comments about your order. Judging by other comments it seems as if you may still have to wait another few months for your goods. I know it's easy for me to say, as it's not my money, but my advice would be to try not to worry and put it to the back of your mind. Don't stress yourself more by emailing and waiting for replies that rarely happen, just wait for the "dispatched" email to arrive. It appears that six months is now about the average waiting time. Please return once you have received your items and let us know what you think of them.
      Rachel.

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    2. Thank you Rachel for your response.

      It's not the fact now that I have to wait so long, it is the fact that they don't have the professionalism to acknowledge their customers who already have paid for their services. Paid a lot of money may I add.

      However, I have no choice but to wait, and yes, the items will be beautiful, I have no doubt. Once again, no matter how beautiful something may be, it's not worth being treated with such disregard.

      I am a professional woman and if I treated my customers the way they treat us, I wouldn't be in busy any more.

      So now when I do receive them, I will always remember the bad experience with them that I have had, and that is truly sad.

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    4. I just wanted to update on my order. Monday, 8/22 will be 8 months sinice I placed my order. I have spoken to John once and Sophie twice. Last week Sophie actually called me, from a phone message I left, and told me the only thing they were waiting for were the one set of side stretchers and they should be done by Saturday. She stated that I would receive a tracking # via email and I should have my order by Tuesday at the latest. It is now Fridat. Still waiting......

      Delete
  38. I meant to say I received "No Reply"

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  39. Hi Nancy, I'm also in the USA and I received my order from them after waiting so long. Just wanted to let you know that they do deliver but it's so frustrating when we are left in the air not knowing what's going on. I need to order wider frames and I know it's probably going to be next hear when I receive them. Hopefully it will be worth it for you as it was for me. I love my frames and the stand is wonderful.

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    1. Clelia, thank you for you comments regarding your experience with Needle Needs. I am so glad you are happy with the goods now that you have finally received them.
      Luckily I have all of their products that I need, but, like you, if I did place another order I would go into the process knowing there would be a six month wait.
      Good luck with your future orders.
      Rachel.

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  40. I just wanted to do an update status on my order. Monday, 8/22 will be 8 months sinice I placed my order. I have spoken to John once and Sophie twice. Last week Sophie actually called me, from a phone message I left, and told me the only thing they were waiting for were the one set of side stretchers and they should be done by Saturday. She stated that I would receive a tracking # via email and I should have my order by Tuesday at the latest. It is now Fridat. Still waiting......

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  41. I just wanted to do an update status on my order. Monday, 8/22 will be 8 months sinice I placed my order. I have spoken to John once and Sophie twice. Last week Sophie actually called me, from a phone message I left, and told me the only thing they were waiting for were the one set of side stretchers and they should be done by Saturday. She stated that I would receive a tracking # via email and I should have my order by Tuesday at the latest. It is now Fridat. Still waiting......

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  42. I just wanted to do an update status on my order. Monday, 8/22 will be 8 months sinice I placed my order. I have spoken to John once and Sophie twice. Last week Sophie actually called me, from a phone message I left, and told me the only thing they were waiting for were the one set of side stretchers and they should be done by Saturday. She stated that I would receive a tracking # via email and I should have my order by Tuesday at the latest. It is now Fridat. Still waiting......

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  46. I requested a refund from my credit card. They gave me a temporary credit, but they are giving them 60 days to respond. No problem. They'll never respond, so my credit will be good to go.

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    1. Thank you for keeping me and the readers of this page updated Nancy.
      From the latest comments it appears that the waiting time is now about 6-8 months :(
      Good luck with getting your refund and finding an alternative with which you can be happy :)
      Rachel.

      Delete
  47. Finally heard from them: This is what they wrote:

    HI NANCY NEVILLE,

    Hi Nancy,
    Today we have recieved a chargeback letter from Worldpay. We are very sorry that your order has taken so long to ship out, we have had an overwhelming amount of orders and being a small family run business we are working as fast as we can to get the hundreds of order out on time. We are currently waiting for some more sizes in bars to be turned and for the side stretchers to be finished off. Please could you let me know if you would still like your order of if you would like to go ahead with the chargeback and for me to cancel your order.
    Kind Regards
    John Crane

    I wrote back that I was unhappy with the way they treat their customers and that there are a lot of complaints.

    You know...I'm truly not a mean person. But I have a hard time with people who state on their webpage "allow up to 12 weeks" and then have it turn out to be 8 months or even a year. And...they take your money to boot.

    They do seem kind, but did you read about the hundreds of orders and they are still a small company trying to handle it all with just them? To me, if they were that far behind, they should stop taking orders until they catch up. Then advertise it again. Or have people placed on a waiting list, with no funds up front.

    But people are led to believe that 12 weeks is the max, to find out it isn't, and then no reply from them when you contact them.

    I truly would have loved to have had them. But, I won't wait until they decide when it is ready to ship. I could be waiting a very long time, and I don't know if I have that much time left in this life. I'm not a young whipper snapper.

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    1. Oh dear, and thank you again, Nancy.
      You know, somebody once commented that this company would be an ideal candidate for the UK Dragon's Den TV Programme and I think they're right. To know about their waiting time and then read that they have "hundreds" of orders must be extremely frustrating.
      Good luck again in finding a replacement.
      Rachel.

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  49. I'm also like Donna, I ordered on 21/12/15.... 9 months on still waiting. Processing email received Feb 2016.
    Emails are auto response only, as I've moved and have advised the company.

    What is starting to frustrate me, is talk that people who phone lots are getting their orders quicker (who have similar orders to mine and were ordered after Dec 2015..and good on them for been assertive, it's just not an extra expensive I'm not prepared to make by an international toll call) is effectively pushing ahead of longer standing orders!

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    1. I'm sorry to read you're still waiting Cheryl.
      When I had my "trouble" I was assured that all orders were processed in the order received. If some people seem to be jumping the queue it may well be because they have been assertive, or (and I'm guessing here) perhaps because the items in their order were available sooner?
      Fingers crossed 9 months does not turn into 10...
      Rachel.

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  50. Thanks Rachel.
    Just wanted to give a heads up, by what I'm currently seeing on the Internet, regardless of when you placed your order or products in stock, people who phone tend to get their orders quicker, even if it was ordered after you and your order is exactly for the same product(s)

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  51. Wow I'm amazed at all the problems. Had no idea. There was so many until I searched to find an answer to the same problem. No emails...phone off the hook etc etc.if I had prior knowledge of the wait time wouldn't have bought a frame and I feel age is beating the delivery. Perhaps I will do what Nancy has done get e refund.

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    1. If they can't answer emails put a note on their website about the long delay and customers options of cancelling.

      Delete
  52. I ordered mine 1/11/16 and they charged my credit cards right away. I requested updates on
    1/25/15 , 2/12/16, 2/17/16,3/1/16, 5/13/16, 5/30/16, 6/29/16, 7/13/16 I finally gave them a long distance call to England the first week of September when they said that it would ship the following Monday. I waited and was going to call again but then they finally sent me an email on 09/13 that it had shipped. It arrived today on 9/18/16. That 8+ months. This is just a more real idea of what the timeframe is. Be patient and forget the email. Call them it gets results

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  53. I ordered mine 1/11/16 and they charged my credit cards right away. I requested updates on
    1/25/15 , 2/12/16, 2/17/16,3/1/16, 5/13/16, 5/30/16, 6/29/16, 7/13/16 I finally gave them a long distance call to England the first week of September when they said that it would ship the following Monday. I waited and was going to call again but then they finally sent me an email on 09/13 that it had shipped. It arrived today on 9/18/16. That 8+ months. This is just a more real idea of what the timeframe is. Be patient and forget the email. Call them it gets results

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  54. I just received my Millennium Frame today (9/16/2016). The wait was a little more than 6 months. Thanks the info here so I knew what to expect and didn't go crazy.

    I would like to order their Aristo Stand as well but it doesn't seem to be available ever.

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  55. It's been over 7 months here and still no product. They took the money from our credit card when we ordered. While I see the person above this recently got an order after 6 months I can say at the 7 month mark we are still without our frame and the company declines to reply to any messages.

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  56. It's been over 7 months here and still no product. They took the money from our credit card when we ordered. While I see the person above this recently got an order after 6 months I can say at the 7 month mark we are still without our frame and the company declines to reply to any messages.

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  57. OMG!!!My order was made last May 5th... "only" almost five months ago...

    The same with the emails. Not sure if an international call will solve the problem.
    I can't forget the "hundreds orders" and so many people looking for a job.
    Bad bad service, indeed. So sorry.

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  58. OMG!!!My order was made last May 5th... "only" almost five months ago...

    The same with the emails. Not sure if an international call will solve the problem.
    I can't forget the "hundreds orders" and so many people looking for a job.
    Bad bad service, indeed. So sorry.

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  59. I finally received confirmation from my credit card company that it is official. Needle Needs never responded to them in the 60 day allowed time, and so the credit is official mine. It is now over! Peace at last!

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  60. I posted here about my Millennium Frame order (received it after 6 month wait) last week and mentioned that I also wanted to order their Aristo Stand but it has never became available in the past 6 months. Well, I'm very excited that Needle Needs just shipped out one to me :)

    Back in March 2016 I sent an email to Needle Needs asking them to add me to the waiting list for Aristo Stand. Two days ago I received an email saying the product is about to be available. I ordered it right after the online availability changed from "awaiting stock" to "available for order", and it got shipped next day.

    I guess my journey with Needle Need comes to the end for now. Good luck everyone. Try the waiting list.

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  61. Yikes! I've [only] been waiting for my millennium frame for two months... received the email that they were processing at exactly one month in. Now I'm nervous about how long it took others to receive their orders in the U.S.!

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    1. It finally arrived! Only took nine months.... my only recommendation - KEEP CALLING

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  62. I ordered a Millenium frame (USA) on April 1, 2016 - closing in on 8 months ago. That was April Fools Day. I have not received it, I have not had any response to my emails. Little did I know the coincidence of ordering on that day. I have been diagnosed with cancer and had 4 surgeries since I ordered the frame. Cancer conquered, but still waiting for the frame...

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  63. hmmm. I ordered in August last year. Nothing but an automated reply to my emails, and I can't get any response to my phone calls (I'm ringing from New Zealand - so only a small window). At least this site gives me comfort that others have waited almost as long. I was wondering if they were still in business. But I'm still worried if my parcel gets lost in the post I will never know. It usually takes less than a week for posted items to come from the UK - so it's not the postal system at fault!

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  64. It will depend on the size of your order as to how long it will take to order.
    I have a large order and have been waiting 13 months.
    You will get a shipped order email and a tracking number, when eventually it happens.
    Hope this helps

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  65. I placed my order May 2, 2016. All items were listed on the website as in stock. I have tried e-mailing and all I get back is auto-response. I have tried calling and either do not get an answer or hear a message with no ability to leave a message. I love the product and this is my fourth order. Never have I had a delay this long. Never for any of the orders did I receive a shipping order e-mail or tracking number. On the website in my order history it says "We are currently processing your order". Not just for the current order but clear back to my first order in 2012. A lot of frustration could be handled if communication was better. My order was paid for 9 months ago, so at this point I guess I have no option but to continue to wait and hope that I will receive my order.

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  66. I've been waiting since I initially ordered April 2016. Been having the same lack of communication issues as everyone else. Just got a bug up my butt today and rifled off an email to them (lot of good THAT will do lol) stating I want my money refunded and a response to my email by close of business 3/1 so I know what action to take... Have decided my money is better spent in the USA! Judy O'Dells stretcher frames are wonderful...ordered them and they were here in the blink of an eye and they don't cost an arm and a leg either! Wish I had known about them first but now I know better!

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  67. Guys, I can sympathise...I can't say how I know or why I can't say...but they quite simply have been a victim of their own success...I know they're working on it...but it's bloody slow...

    I will personally speak to them and see if I can at last offer a clear picture of the business and its back log of orders.

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  68. There is absolutely no doubt that they have been a victim of their own success. Ten years ago they were attending shows with stacks of stock (which is luckily when I bought most of my stuff) and now they seem to have a massive backlog of orders taking months to process.
    From the comments above, I guess that most people would be prepared to wait a long time for their goods but would appreciate a delivery time scale and a little bit of communication.
    I'm sure any insight you could offer would be of value. Thanks.

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  69. I agree with you Rachel and Unknown,
    14 1/2 months later my order is in town and will be delivered to me today!!!!
    That took a lot of work on my part, phone calls, emails, more phone calls, I've been sick with worry!
    Now I'm sick with excitement!!

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    1. Wow! I think that is the longest I've heard anybody having to wait for their goods! I hope you feel the wait was worth it!!

      Delete
    2. It is a big order, Millennium frames in 5 sizes, 2 sizes of stretcher bars, and a floor stand. It was a lot of money but I don't buy clothes or shoes and I don't drink or smoke so I thought I would treat myself.
      I remember telling my friend that i might have to wait 3 months or so!.....lol!
      Good luck to everyone who is waiting for orders. If I need more frames I'm going to get them from the Omanik factory, better customer service and waiting time only a couple of weeks.

      Delete
  70. I ordered 36" bars on January 30, 2017. They were marked available on the website. After 4 emails with nothing other than a computer generated "it will take 12 to process your order" response, I received an email from Marisa. Marisa informed me that the word available means it is available to order (not that the item is in stock) and when there are enough orders they will begin to make the products. It will then take a minimum of 12 weeks to process the order. Those of us who have dealt with them before realize it will be six months or more before the item is received.

    This is my third order from Needle Needs and it will be my last. I purchased/ordered my Millennium frame from them in January 2012 and received it in April 2012. I ordered the Necessaire floor stand on April 6, 2012 and received it 5 days later, but knobs and bolts were missing (they sent those within a week when I emailed). This time I ordered thee 36" bars so I NEVER have to deal with this company again!

    We own two online businesses and would never consider treating our customers in the shoddy manner Needle Needs treats their customers. Their product may be top of the line but their customer service is absolutely the worst.

    To top it all off...shipping from UK to USA was $50.00...$8.00 more than the cost of the 36" bars!

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  71. I ordered 36" in bars in September 2016. Needless to say I have not been able to get a response from them since. My inquiry about when they were expecting stock prior to my purchase was answered within hours.

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