Hi, there! We're Marie, Carlee and Jessica  - we're real people here reading your message. We work really hard behind the scenes to support our knitting community, and we sure appreciate when our customers remember that we are real people with big hearts (and feelings) communicating with you from behind the screen. Even if some of our systems may be automated to help us to support our customers better, there's always a person on the other end reading what you write. We always do our best to communicate with you with kindness, patience and respect, and we are so grateful when you approach us in that same spirit. When something goes wrong, we will always make it right. When something is broken, we fix it. If you're frustrated about something not working the way it should, please take a deep breath, show a little patience, and reach out for help as if you were talking to a friend that you know will take good care of you. Because we will. We sure love our community and we want to be here to continue to support you for years to come. Please be kind.