The Wool Factory Reviews 43

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Firstly, I will address the negative comments that some people have left based upon their experience shopping with The Wool Factory

The Wool Factory deal with hundreds of happy customers every day.
It is inevitable that ooccasionally things will go wrong, after all non of us are perfect, we all make mistakes, myself included.

If your shopping experience wasn't as you expected and the seller has failed your expectations, firstly, please give them a chance to put things right before you leave a poor review.
If they still fail you, then by all means, leave a review based on your shopping experience.

However, PLEASE BE ASSURED that 'The Wool Factory' hasn't grown to the size it is by continously making mistakes.
It has grown in size by providing an excellent level of customer service.

So please be assured that the vast majority of you will have a faultless shopping experience with The Wool Factory.

Reviews are good for a business but unfortunately, not enough people leave reviews when they have a faultless shopping experience so what you see are a handful of unhappy customer reviews.
A few poor reviews can be damaging.

However, if you are one of the many hundreds of HAPPY CUSTOMERS, please LEAVE A REVIEW and give the Wool factory the credit they deserve.

I'm not connected to The Wool Factory in anyway. I'm just a customer, the same as you.

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THIS IS MY HONEST EXPERIENCE, SHOPPING WITH THIS COMPANY.
I decided to start knitting again after a break from the hobby for several years. I live in a rural area with just a handful of basic shops so knitting supplies are minimal.

I looked online and found a knitting supplier called 'The Wool Factory'.
Their website is excellent. I have to say that they have more stock than any shop I've used in the past. I was amazed at the excellent stock level and they offer the most competitive prices I have ever seen.

I ordered some wool and two pairs of knitting needles from the Wool Factory.

Unfortunately, through NO FAULT at all of The Wool Factory, during the delivery process the metal needles arrived bent like a banana. The bamboo needles were both snapped about 40mm from each end.

I emailed The Wool Factory and without any hesitation, they quickly replied the same day and without any further hesitation, they informed me that they had sent out a duplicate set of needles by first class post which arrived bright and early the very next day and in less than 24 hours.

I cannot thank The Wool Factory enough for their kind help. They dealt with my complaint quickly and went above and beyond my expectations.

I HIGHLY RECCOMEND anyone who wants to buy wool and associated products. They hold ample stock and their customer service is exemplary.

A massive thank you to 'THE WOOL FACTORY'.
The ONLY shop I will ever need for my wool and sundries supplies.

I can honestly HIGHLY RECCOMEND this retail business.

You have tried the rest, so give The Wool Factory a try and buy from quite simply, 'THE BEST'.

Thank you to all of the staff at 'The Wool Factory'.

I award you a score of 10/10 STARS.
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Kind regards,

Donna

I was a bit off put by the negative reviews but the price of the yarn I wanted was so tempting I bought 12 balls anyway. They were shipped in 2 days and the Royal Mail tracking worked fine. Arrived today and was as expected, very pleased :) I will be ordering again.

A lot of negative reviews mention customer service, which I didn’t need so o can’t comment on that

The wrong colour was sent and I believe that is down to a glitch on their website, that shows out of stock items...so they sent a colour that I would not have chosen in a million years. I hoped to phone to get this sorted but good luck there as they say they cannot take calls. No surprise with the way they operate. They would be inundated with calls like mine. Probably a lot more unhappy buyers out there who don't know about Trustpilot. I therefore emailed and got some cop out reply but was told I could return the item....but that I would have to pay and they cannot refund items lost in transit...so let's deduct a fair few £s to send your mistake back recorded delivery then is it? Needless to say I shan't be buying from them again. Take a leaf out of Knitting Network's book and have a decent returns policy and humans at the end of the phone....and perhaps sort that website out so people don't end up buying something that is out of stock

Bit surprised by the negative reviews. However this is my first order but i was more than happy with my experience.

-Website easy to use
-Prices excellent
-Wide choice
-Free delivery, had to spend £50 for this but i do love yarn so was easy to do
-friendly and humorous communication emails
-Happy with delivery and dispatch time
-Ordered Tuesday and posty turned up on Saturday

Will be using this company again

Customer service non existent when you have a query/issue.

Only used them as my usual supplier was out of stock in one colour.

Would never use The Wool Factory again, have blocked their email

Seems they don’t respond to negativity, which to me is quite rude, disrespectful, unprofessional.

Anyway, The Little Wool Shop is cheaper and their customer service/communication is much better than The Wool Factory

Super chunky yarn on sale. Vibrant cheerful colours to choose from. Good choice of various yarns.fairly swift delivery. The silky fine net bag is a nice touch and very useful to hold the balls of yarn.

I love this company.they are fast with deliver the wool is very good prices

Absolutely love this company.
2nd order received. Brilliant prices, great quality yarn, a pleasure to knit with. So glad I found them. Keep doing what you're doing

Excellent value for money- 30balls of 100g DK for £34.50!!! Postage free as order above £30. Order accurate and loved the personal touch of knowing who was doing what for my order. Can’t wait to start using the wool and will hope to pop in and actually visit one of these days (if my husband allows me loose in a wool shop ever again after this bulk order lol!) Best start crocheting now…

Excellent friendly service. Would highly recommend this company. Speedy delivery. Will definitely use this company again.

Visited this shop on Friday 11th July. Amazed at how much wool they had. The staff were happy & friendly and they chatted to customers as though they were old friends. Such a lovely atmosphere. Was my first visit but will be back again. Visited from Nottingham.

I delayed making this review as I wanted to do so with a full picture once I received my order. Since that has not happened, I see no need to continue pushing it back.

I placed an order on May 23rd and have not received it after dispatch on May 27th (delayed due to the bank holiday). From that week, I was already sorely underwhelmed by the service this company offers as staff are so resistant to admitting they made a mistake, and cannot tell the difference between Royal Mail Tracked 24/48 and Royal Mail 24/48. Even as they typed out Tracked for the 50th time, they somehow missed that the postage label does not include that word, or that getting only confirmation of delivery ≠ delivery updates included with Tracked parcels.

Vicky, one of the “communications gurus”, is adamant that I’ve not been misled, but to apply Shakespeare, a lie by any other name is still a lie. From being given inaccurate delivery timeframes, to being told vehemently that my order was sent by Tracked 48, and ignoring a “tracking” number/information that clearly states 1st or 2nd class postage, I’ve only seen arrogance in the belief that such dishonest practices should be accepted because, as Vicky says, “I’ve received FREE DELIVERY”. I’ve made it clear that I expect this to be corrected so that I receive my items on time, but that statement has been avoided like some avoid paying their taxes. Even when given examples of a Tracked number from a Tracked service, example images of how the label should look for a Tracked service, and what tracking updates look like, they still cling to their version of a truth that does not exist.

David (also a “communications guru”) is rhe other staff member I received emails from. He shares Vicky’s views and let me know that “Should you feel the need to leave false and negative reviews then we are well within our right to respond and clarify the situation which has led to the threats of defamation”. I wanted to include this so it can be addressed by whoever responds to any Google/Trustpilot reviews. If it’s still you David, I hope you can now admit that you were wrong. Please do remember the definition of defamation in a business context as I would hope that you can accurately determine whether my statements can be proven true or false before you respond to this review. I will also add that, at no time did I raise an issue with when the order was dispatched as I had read the information provided on delays ro dispatch due to the bank holiday before placing my order since I was working to a deadline. So David’s decision to choose this as a hill to die on whilst continuing to falsely claim that they had used a Tracked service is the perfect way to summarise this experience since the issue raised was never addressed in a way that would as an accurate reflection of their actions. That both communication professionals were fixated on me placing an order that would meet the terms of qualifying for free delivery, and implying that it was almost lesser than had I paid an additional sum for delivery felt like a poor way to communicate with customers you have a contract with once an order is placed.

If you like your expectations managed and staff who don’t try to deceive you into believing their lies, then shop elsewhere. I’ve had far better service from Ali Express than the service from this organisation, and that’s saying a lot. Since staff here have chosen to just ignore emails altogether, I’ll be contacting my bank to get a refund processed as it is clear that there is simply no point in making further attempts to speak with people who pay such little attention to detail and would rather ignore a problem until it goes away.

Edit 18/06: Still no direct communication from The Wool Factory, even to say that a refund is as issued. Since you’re avoiding me, I’m asking here that you delete my data.

Customer service didn't have an answer for me.
I got in touch with them by email a week ago, but I'm still waiting for a reply.

I am addicted to this site. These people are fabulous. Great choice,amazing prices,speedy delivery,great deals on delivery,great communication and exemplary customer service. They reply immediately to emails. These people moaning that they can't get through...maybe that's because these guys busy themselves and don't sit around. Also, all prices do include VAT. You also get money back for buying.
Very feel good experience. These guys are fabulous.

Am in my late 70s and ordered what said DK, for it to be delivered and I got cotton. The invoice said I could not return as it was discontinued stock. I did not see this. My son checked the website and no mention of non returnable. I did send them a message via their website and they never had the decency of even a reply. I have lost just under £30 which i cannot afford. I bought these to make a gift for a special friend and she will have to make do with a card sadly. I tried phoning but you just cannot get through.

I placed an order that arrived quickly, but unfortunately had come open in the post and had been resealed by Royal Mail. All the yarn was there, but the buttons I had ordered were missing. I emailed the seller late on a Sunday evening to request a replacement of the buttons, they replied by Monday lunchtime apologising and saying they would send replacements. The replacements arrived on Wednesday so great customer service. Would highly recommend and will definitely buy more from this store in the future.

They show ex-vat prices on the item page and don't declare this on the page, unlike LoveKnitting who are not deceptive in this way.

Literally cant get hold of them to ask a question so based on this I wont be ordering from them. Ive also tried emailing too - nothing.
So Wool Factory - sort out your customer service these people leaving negative reviews are ALL saying the same thing.
Its not acceptable,.

Thank you for a good service. Ordered Friday Morning and received order Monday morning. Fast delivery and everything was as ordered.

Wool arrived no problem but it was different
shades when finished garment was blocked out ready to sew.very disappointed