After I submitted an order on lionbrand.com, I realized while reviewing the order that I had ordered four of one color of a yarn and none of another color, when I had wanted two of each color. I tried to call, but it was 20 minutes after what their answering machine says is their 4:00 (what?) closing time. A previous email about something else that I received from them said that their hours are 9:00 to 5:00 EST (which should just be ET, since time changes from EST to EDT, which it currently was). So I emailed them about the issue. That was five days ago and I haven't heard a word, though I've added to and re-sent the email twice.
I tried to call at 8:00 the next morning, which their recording says begins office hours; they let me hold for 6:30, then basically told me I couldn't hold any longer. I immediately called back and got the same result after a 5:24 wait.
Their order confirmation email, which arrived the day after my order, said, "If you have any feedback, questions, or concerns please don't hesitate to reach out to our customer service team at: *******@lionbrand.com." So they're encouraging me to contact them, but responding to nothing.
Finally today (five days after submitting my order), I received an email saying that my order had shipped, and it showed the items that were in my original order. I won't know until I receive the order in two days whether they did what I asked.
Not getting any response from a seller after days, and not being able to reach anyone by phone, is a good way to lose customers. I won't shop on their website again.