WORST CUSTOMER SERVICE! One of the weirdest and most disturbing experiences I've ever had with a…read morebusiness.*****
Craig,
The timeline speaks for itself.
I raised a legitimate concern about not receiving the one-on-one knitting lesson I paid for. No refund was issued.
My husband called you. Instead of simply resolving the matter, you first chose to complain about me. He immediately redirected the conversation to the actual issue.
Only after that conversation was the refund processed.
That refund should have been issued when I first contacted you--not after my husband had to intervene. The refund doesn't change my experience. It confirms it.
Craig & Laura,
It's astonishing that I had to involve my husband--who is also an attorney--just to get you to agree to refund a simple $36 knitting lesson. That says far more about your customer service than it does about me.
The real irony is that none of this was ever about a hug. It was about the one-on-one knitting lesson I paid for and did not receive. Instead of addressing that legitimate concern, you chose to manufacture an entirely different controversy.
You created every bit of this unnecessary drama--not me. Had you simply listened, acknowledged my concern, and handled it professionally from the start, this review would never have existed.
Reputation platforms exist for exactly this reason: so prospective customers can see how businesses respond when something goes wrong. If I treated my own clients the way you treated me, I wouldn't have any.
For a yarn shop, it's ironic how completely this situation unraveled.
Pun intended.
UPDATE - July 9, 2026
My husband, who is also an attorney, spoke with Craig yesterday. During that conversation, Craig agreed to refund the $36 lesson to my credit card because I did not receive the one-on-one instruction I paid for.
As of today, however, my credit card company has no record of that refund being processed.
If Jason truly had an issue with a goodbye or thank-you hug, why was it never mentioned during the year and a half I took lessons with him? The irony is that I was the one who brought it up--not Jason, not Craig, not Laura. I mentioned it only because Jason's behavior during my last lesson in June, was so unusually cold and distant that I was trying to understand what had changed. Instead of addressing my actual concern--that I didn't receive the lesson I paid for--CRAIG made the hug the issue.
Frankly, asking me to return to the shop to collect my refund after everything that has transpired is incredibly tone-deaf. I came to you with a legitimate concern about the quality of a paid lesson. Instead of discussing that concern, you turned the conversation into a circus over a goodbye hug I had given Jason after a previous lesson simply to thank him for his help.
Your handling of this situation has been astonishingly unprofessional. You ignored my actual concern, manufactured an issue where none existed, agreed to issue a refund but failed to follow through, and then expected me to return to your shop after the way I was treated.
I've shared this story with numerous people in the knitting community without mentioning your names or the name of your shop. More than once, people immediately knew exactly which shop I was referring to.
Apparently, your reputation precedes you.
ORIGINAL REVIEW
L
Only at Loop could a knitting lesson turn into an episode of Seinfeld. Elaine Benes is nodding in solidarity with me.
I contacted the shop because the knitting lesson I paid for was dramatically different from every lesson before it. In previous lessons, Jason sat with me, helped me understand patterns, answered my questions, and provided the one-on-one instruction I had paid for. During my last lesson, however, much of the time was spent straightening shelves and putting away yarn while I repeatedly had to call him over for help.
That was my concern.
I mentioned the hug only because I was trying to understand Jason's sudden change in demeanor. If it had truly been an issue, why had it never been mentioned during any of my previous lessons?
I contacted the owners because I believed I had not received the lesson I paid for and requested a refund. Instead of addressing that concern, the conversation became about Loop being "a place of business" and why employees shouldn't be hugged.
The quality of my lesson was never meaningfully discussed. My original concern was never addressed.
Unfortunately, the owners' handling of a straightforward customer concern overshadowed what had otherwise been positive experiences. It's also worth mentioning that much of the exact same yarn sold at Loop can be purchased at other local yarn shops for substantially less.
I came to Loop to learn to knit--not to find myself in an episode of Seinfeld. Yet somehow, a conversation about the quality of a paid knitting lesson became a discussion about hugs.
P.S. If Elaine Benes had been in that conversation, I'm pretty sure she'd have been on my side.
