The Wool Factory Ltd Reviews

Name: The Wool Factory Ltd
Address: The Wool Factory, 5 Market Place, Alford, Lincolnshire
Rating: 4.87

4.9 Rating 8,961 Reviews

97 %

of reviewers recommend The Wool Factory Ltd

4.9

Based on 8,961 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Visit Website

Email:

sales@thewoolfactory.co.uk

Location:

The Wool Factory,
5 Market Place,
Alford
Lincolnshire
LN13 9DZ

Write Your review

Tell us how The Wool Factory Ltd made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

The Wool Factory Ltd 5 star review on 22nd January 2025

655

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Love your wool always on time great values thank youxx”

Helpful Report

Posted 2 years ago

“I placed order on 11 Nov as I needed wool urgently for a gift on 20 Nov, that was why I paid £4.13 for RM Tracked 24, which I stupidly expected would arrived within 2 working days at the most. The items I ordered were in stock on 11 Nov but out of stock in 6 Dec when ACTUALLY posted! I sent numerous email, which were never answered. They had the absolute cheek to refund my item that was NOW out of stock but didn’t refund the delivery fee I paid extra for! ABSOLUTELY SHOCKING SERVICE, SO DISAPPOINTED! I would give 0 stars but not possible.🤬”

Helpful Report

Posted 2 years ago

Hi Dawn and sincerest apologies again about this. As per our prior emails to you, we had explained that Royal Mail had claimed your parcel as lost/damaged; as a company, we expect our customers to get what they've ordered and paid for however, on this occasion, we were unfortunately out of stock of that particular item and therefore refunded you for it. We've encountered similar issues recently and it makes us feel terrible when a parcel is lost and we don't have the correct stock available, at that time, to replace it and we'll continue to do our best to improve communications between us and our couriers. Many thanks for taking the time to give us feedback Dawn.

Posted 2 years ago

“Brilliant service by very helpful friendly staff. My order took a long time to arrive but that was 100% the fault of parcel force not the wool factory. I have been a customer for a few years and hope to be for a few more.”

Helpful Report

Posted 2 years ago

“Delivery still hasn't arrived 2 weeks after ordering. Being sent tracked 48 and Royal mail told me it should have arrived by now even considering the strikes. Unfortunately the supplier has to log the claim for the missing item but they have not responded to my email. This was my first order with the wool factory and I'm beyond disappointed. I've spent nearly £90 and received nothing!”

Helpful Report

Posted 2 years ago

Hi Steph. I've looked into this matter and, as discussed with you in our prior emails, we had opened a case against the courier and were waiting for their response before we could give you a full refund. We're so happy to see that your parcel has arrived safely and sincerest apologies again about the timeframe. Many thanks for taking the time to leave us feedback Steph.

Posted 2 years ago

“Absolutely fabulous Service. Speedy delivery. Very well 📦 packaged. This was my second order, and it won't be my last! Very happy 😊”

Helpful Report

Posted 2 years ago

“I sent order 7/11/22. Heard nothing requested a refund. Messages several times no reply very disappointed.”

Helpful Report

Posted 2 years ago

“Good quality”

Helpful Report

Posted 2 years ago

“I am very satisfied with The Wool Factory purchases I have made. The wool is lovely and so much choice too, and the price is right also. I shall continue to purchase in the future as my order is despatched within days of my order. Well done to all involved at The Wool Factory”

Helpful Report

Posted 2 years ago

“Lovely wool but had some issues. Wasn’t made aware of dispatch or delivery so felt left in the dark and was given alternative wool from what I ordered - I assume wasn’t in stock.”

Helpful Report

Posted 2 years ago

“I placed my order on the 16th September. Money left the bank. Haven't received it and still waiting for a respond to my countless emails and messages. I'm very disappointed to say the least.”

Helpful Report

Posted 2 years ago

Sincerest apologies about this Iya. This was a mistake on our part for not chasing the status of your order up with Royal Mail; we should've acted faster and for that we sincerely apologize. Your account has been fully refunded and we thank you for your continued correspondence and feedback.

Posted 2 years ago

“I ordered a downloaded pattern and the link does not work. I contacted you twice. You do not reply to emails. I still have no access to my pattern. Pattern or money back please”

Helpful Report

Posted 2 years ago

Hi Geraldine and many thanks for contacting us. I've looked into this and, it appears, your refund was issued on the 21/11/2022? When purchasing our PDF pattern downloads, an email's sent directly to your email account and you have five days to download the pattern before the link expires. After you'd contacted us regarding this, we had informed you that the link had expired and, therefore, a full refund was issued. I'm sorry for any confusion that may have been caused and sincerest apologies again Geraldine. Thanks for taking the time to leave us feedback.

Posted 2 years ago

“The service was very good and efficient delivery. The parcel arrived as was expected. I have used this site before with no problems.”

Helpful Report

Posted 2 years ago

“I bought a pattern to be downloaded which I was unable to do. After at least 4 emails , none of which were answered, I have given up on this company”

Helpful Report

Posted 2 years ago

Hi Liz. After looking into the prior emails exchanged between us, I can verify that we were still waiting on a response from you regarding your order number and with what format you'd like the PDF changing to? If you'd like to respond to the last email we sent we can either send you a full refund or exchange it to a more preferred format. Many thanks for taking the time to leave us feedback and we'll continue our endeavours to improve our services.

Posted 2 years ago

“One of my favorite shops, the staff are really friendly & helpful. A great range of yarn & accessories. Great online service too.”

Helpful Report

Posted 2 years ago

“Good quality wool and fast delivery”

Helpful Report

Posted 2 years ago

“The wool is lovely but the pattern was torn 😳”

Helpful Report

Posted 2 years ago

“I think the wool I ordered is beautiful. I’m crocheted scarves for Ukraine and the Aran and Chunky wool works so well. Very happy with my purchase. My only quibble is with the delivery. I paid for delivery which you suggest takes 2 to 4 days but it was 7 days after you dispatched it that I received the parcel. I realise that this is not your fault but that of Royal Mail.”

Helpful Report

Posted 2 years ago

“Very easy to order, and came very quickly.”

Helpful Report

Posted 2 years ago

“Great service, very goods deals to be had, hassle free delivery, yarn very good quality. Will be back for more!”

Helpful Report

Posted 2 years ago

“Excellent service and value.”

Helpful Report

Posted 2 years ago

The Wool Factory Ltd is rated 4.9 based on 8,961 reviews